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Production Services Lead - Mainframe

Richmond, Virginia

Job Description:

The Production Services Lead / Batch Operator will be accountable for providing proper and correct fixes to all production job abends that occur in the processing of the daily batch cycle generally in a 15-30 minute timeframe.


  • Monitors TWS error queue and initiate the resolution of problems as reported by the job scheduling software.
  • Accountable for providing proper and correct fixes to all production job abends that occur in the processing of the daily batch cycle. Extensive JCL and PROC experience needed.
  • Engages applications developers to gauge risk assessment and minimize potential company exposures.  The fixes should be applied in a timely and safe manner so as to meet documented SLA’s regarding the completion of the batch work.
  • Makes recommendations to permanently correct all batch job defects must be provided within the required documentation to avoid repeat occurrences.
  • Provides 24x7 support for technical questions and procedural inquiries.   Problem resolution must be organized and prioritized based on problem criticality and impact to the business.
  • Evaluates alternatives and, utilizing all available resources, effect correct resolutions in the quickest and safest manners.
  • Receives and communicates turnover instructions through a review of all outstanding jobs with the departing/arriving shift.
  • Initiates solution attempts for all jobs whose resolution is pending.
  • Discusses problems and issues encountered during the shift including root cause analysis and applied fixes.
  • Follows appropriate escalation procedures, SLA’s, and policies regarding management notification.
  • Assists in training other team members and new employees in the detection and resolution of difficult to diagnose problems.
  • Ensures that all previously resolved problems have been documented with any required follow up activities and/or recommendations to avoid and reduce problems in the future.
  • Works effectively as team member when problems require a group effort.
  • Ensures all general policies and best practices are adhered to.

Required Job Skills:

  • College degree desired or equivalent experience with focus or experience on mainframe and midrange technologies
  • Experience on mainframe and midrange technologies

Desired Job Skills:

  • ITIL Certification

Core Technology Infrastructure Organization:

  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully.
  • Wants to be a great place for people to work and strive to create an environment where all employees have the opportunity to achieve their goals.
  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.
  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving they need to remain vibrant and vital.

LOB Job Profile:

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: No

Travel: No


Talent Acquisition Contact:

Referral Bonus:

Street Address

Primary Location:
8001 VILLA PARK DR, VA, Richmond, 23228