Onsite IBM i Production Support Technician

Airbus Helicopters; Getafe; Hybrid; EUR 30,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work environment

Private Medical Insurance

Wellbeing benefits

Educational development

Job summary

Cigna Healthcare in Getafe, Spain, is seeking an IBM i / AS400 Production Support Analyst (L2) to provide first-line and Level 2 application support for business-critical IBM i systems. You will focus on incident resolution, monitoring, and operational support within an Agile/ITIL-aligned environment.

You'll work with support, development, and infrastructure teams to investigate issues, coordinate resolutions, and improve service quality, including overnight batch processing and critical

Qualifications

• Experience supporting applications or technology services.
• Familiarity with incident management processes.
• Knowledge of ServiceNow, Jira, or similar.
• Basic databases and data concepts.
• Strong troubleshooting with a logical approach.
• Strong Excel skills.
• Exposure to IBM i (AS400) environments.

Responsibilities

• Manage incidents and service requests through ServiceNow.
• Perform initial investigation, diagnosis, and triage of reported issues.
• Ensure tickets are updated accurately and resolved within agreed service levels.
• Escalate issues appropriately when additional expertise is required.
• Provide timely updates to users and stakeholders regarding ticket progress.
• Support users in resolving application-related issues.
• Investigate incidents using logs, reports, and system information.
• Document investigation findings and resolution activities.
• Contribute to root cause analysis for recurring issues.
• Monitor application processing and operational activities.
• Support daily and end-of-day processes.
• Identify and report failures or processing issues.
• Assist in investigating batch processing exceptions and failures.
• Support out-of-hours or on-call activities.
• Monitor alerts and dashboards.
• Respond to operational issues per procedures.
• Identify recurring issues and trends.
• Escalate potential service risks.
• Support continual improvement initiatives.
• Provide professional support to business users and maintain relationships.
• Maintain regular communication throughout incident lifecycle.
• Ensure users are informed of progress and outcomes.
• Create and maintain knowledge articles and runbooks.
• Document incident resolutions and troubleshooting steps.
• Participate in knowledge-sharing.

Skills

Incident management

ServiceNow

Jira

IBM i (AS400)

SQL basics

Databases

Excel

Troubleshooting

Communication

Analytical thinking

Education

IT degree or equivalent

Tools

ServiceNow

Monitoring tools

Jira

Job description

Cigna Healthcare in Getafe, Spain, is seeking an IBM i / AS400 Production Support Analyst (L2) to provide first-line and Level 2 application support for business-critical IBM i systems. You will focus on incident resolution, monitoring, and operational support within an Agile/ITIL-aligned environment.

You'll work with support, development, and infrastructure teams to investigate issues, coordinate resolutions, and improve service quality, including overnight batch processing and critical