SUMMARY/ROLE:

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:

· Monitor and report on customer network and/or server outages and monitor and submit customer mainframe batch processes

· Mainframe job scheduling and abend remediation using IBM Workload Scheduler

· Monitor customer communication via email, phone, or ticketing systems and resolve issues

· 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

· Excellent knowledge in desktop, server, and network operations (Windows, Unix, TCP/IP Protocols)

· 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

· Knowledge of mainframe, output management, and batch operations

· 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 utilizing mainframe job scheduling systems (using one or more of these technologies IBM IWS or TWS)

· 2-years Support Cloud infrastructure – AWS, Azure, GCP

· 2-years previous NOC (Network Operations Center)/Command Center/Help Desk/Operations Center experience

· 5-years experience in desktop, server, and or network support

Preferred:

· IBM/Tivoli Workload Scheduler certification.

· Microsoft or Unix Certifications

· Micro Focus Enterprise experience.

· Cloud environment experience (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 (SCCM, LogicMonitor, PRTG, SolarWinds)

· Experience supporting multiple customers.

EDUCATION AND EXPERIENCE: