About the role

IBM Technology Specialist – Managed Services Description

Service Type:

IBM Infrastructure Managed Services

The candidate MUST have both AIX & TSM experience.

Position:: IBM Technology Specialist (AIX & TSM)

Location: Dubai (Onsite)

Duration: 1 yr ext

Salary: 16,000 + MOPS single benefits (negotiable)

Client: Government

Notice: 1 month max

Nationality: 1 st Priority (non-Indians) 2nd priority (Indians)

1. Service Overview

The IBM Technology Specialist Managed Service provides end-to-end management, administration, and support of IBM infrastructure technologies. The service ensures that IBM AIX, Power, SAN storage arrays, Brocade SAN switches, and IBM TSM/Spectrum Protect backup solutions are delivered in a secure, reliable, and compliant manner. The service provider will be responsible for design, operations, monitoring, patching, troubleshooting, and optimization of the IBM environment. This enables Emarat to focus on business priorities while relying on expert IBM support aligned with ITIL best practices and UAE regulatory requirements.

2. Scope of Services

2.1 Infrastructure Design & Implementation

Architecture and configuration of IBM Power Systems (HMC, LPARs, AIX, PowerVM).
Deployment and management of IBM SAN and Brocade Fibre Channel switches.
Backup and archive implementation via IBM TSM (Spectrum Protect).
Integration with VMware vSphere, Oracle DB, Microsoft workloads, and Veeam backup.
Infrastructure upgrades, migrations, and PoCs.

2.2 Operations & Administration

Daily monitoring, patching, and health checks of IBM AIX and PowerVM.
Backup job scheduling, monitoring, and restore testing.
Capacity planning and performance optimization of compute and storage.
Incident, problem, and change management as per ITIL framework.
Vendor coordination (IBM, VMware, Brocade, etc.) for escalations.
Documentation of configurations, runbooks, and SOPs.

2.3 Security & Compliance

Implementation of Zero Trust security model for IBM infrastructure.
Regular patching, firmware updates, and vulnerability remediation.
Periodic access reviews and privilege audits.
Data protection (encryption, secure backups).
Compliance with UAE national cybersecurity regulations and corporate IT policies.

2.4 Business Continuity & DR Support

IBM infrastructure alignment with DR/BCP requirements.
Participation in DR drills, testing restore/recovery processes.
Ensuring backup/archive readiness for disaster recovery.

3. Deliverables

IBM Systems Health Reports (weekly/monthly).
Backup/restore success rate reports.
Patch and compliance status reports.
Incident and change management logs.
DR drill results and post-mortem analysis.
Quarterly service review presentation to IT management.

4. Service Levels (SLA)

Service Area	SLA Commitment	Measurement Method
Incident Response Time	Critical – 30 mins; High – 1 hr; Medium – 4 hrs; Low – 1 business day	ITSM ticket timestamps
Incident Resolution	Based on severity & vendor dependencies	Ticket closure & RCA
System Availability	99.9% uptime for IBM Power & SAN	Monitoring tools / reports
Backup Success Rate	≥ 98% success across scheduled jobs	Backup logs / reports
DR Drill Participation	100% adherence to annual DR plan	DR test reports

5. Roles & Responsibilities

Service Provider:

Provide certified IBM professionals for administration and support.
Ensure proactive monitoring, preventive maintenance, and timely patching.
Provide documentation and reports as per agreed templates.
Coordinate with vendors for escalations and warranty claims.
Ensure compliance with ITIL processes and Emarat policies.

Customer (Emarat):

Provide access to IBM systems, facilities, and monitoring tools.
Approve changes via Change Advisory Board (CAB).
Ensure availability of network connectivity and datacenter resources.
Define and approve DR/BCP test schedules.

6. Exclusions

Procurement of IBM hardware/software licenses.
Non-IBM technologies outside agreed scope (except integration points).
Development or customization of applications.
Support for end-user devices.

7. Key Competencies Expected from Service Provider

IBM Certified AIX & PowerVM professionals.
Expertise in IBM SAN (V7000/V9000) and Brocade SAN management.
Proven experience with IBM TSM/Spectrum Protect.
Integration knowledge with VMware, Oracle, and Microsoft environments.
Ability to deliver services under ITIL and ISO/ISMS frameworks.

8. Performance Measurement & Reporting

SLA compliance (%) – monthly.
System uptime – monthly.
Backup/restore success – monthly.
DR readiness – annual drill report.
Customer satisfaction survey – quarterly.