This position supports Mainframe, Open Systems and Cloud Core Systems, as well as the underlying Infrastructure. Key support duties include monitoring core systems/processes, mainframe job scheduling and abend remediation, providing solutions and/or escalating to appropriate support teams for impacting events, and acting as a centralized communications hub to support a high volume, high transaction, dynamic operational environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Engineer job scheduling using IWS
• Monitor and submit customer mainframe batch processes
• Mainframe job scheduling and abend remediation using IBM Workload Scheduler (IWS)
• Monitor customer communication via email, phone, or ticketing systems and resolve issues
• Monitor and report on customer network and/or server outages
• Remediate Incident response tickets and service requests
• Escalate tickets to appropriate teams when necessary
• Assist with the creation and modification of runbook documentation
• Assist with the creation and modification of process and procedure documentation
• Recommend policy changes where needed
• Recommend and implement process improvements where needed Work with clients to address training needs
• Other duties as assigned

KNOWLEDGE, AND ABILITIES

• Must have experience in mainframe, output management, and batch operations – engineering and supporting production operations
• Knowledge of and experience in acting in a supporting role in an enterprise class IT operation in customer, cloud (AWS, Azure, GCP) and hybrid environments
• Must have excellent people skills
• Must have excellent oral and written communication skill Able to utilize desktop software to complete day-to-day tasks
• Demonstrated success working, collaborating, and establishing credibility and relationships with colleagues, senior leadership, business partners, and customers

SKILLS REQUIRED FOR THE POSITION

• 5-years customer service experience in the Information Technology Industry
• 5-years operational mainframe experience
• 5-years experience in engineering and utilizing mainframe job scheduling systems (using one or more of these technologies IBM IWS, LRS or TWS)
• Preferably 2-years Supporting Cloud infrastructures – AWS, Azure, GCP

Preferred:

• IBM/Tivoli or IWS Workload Scheduler certification.
• Microsoft or Unix Certifications
• Micro Focus Enterprise experience.
• Cloud environment experience and certifications (AWS, Azure, GCP)
• CI/CD administration in a hybrid environment
• Experience with LRS, Enterprise Output Management
• Experience with Dynatrace or other APM Tools
• Experience with systems monitoring and management tools (Dynatrace, PRTG, Summit)
• Experience supporting multiple customers.

EDUCATION AND EXPERIENCE:

Bachelor’s Degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience with mainframes.