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Production Support for L2 Mainframe Applications

Charlotte, North Carolina

Job Description:

Provide 7 x 24 Incident and Problem Management support of GWIM Platforms. Provide technical expertise to facilitate investigation of complex technical issues. Uses technical knowledge to provide solutions to complex issues in a timely and efficient manner. Possesses strong understanding of technical and subject matter expertise that can be leveraged to identify and resolve issues in a timely fashion. Leads technical team in support of operations teams and support engineers by driving investigation of Incidents and corrective action follow-ups using an ITIL standards based methodology. Leads formal and informal Post Event Problem Reviews (PEPRs), coordinates delivery dates, define action items, and pursue issues to closure for problems that occurred for all P1, P2, or P3 client impacting incidents. Ensures that all stakeholders are sufficiently involved in the Problem Management process. Act as project Leader facilitating weekly problem management meetings with Sr. technical staff reviewing root cause and corrective actions. Contributes metrics based reporting on the production and/or pre-production environment. Keep current with emerging technologies and lead implementation efforts as applicable.

Required Job Skills

* Mainframe Developer Experience: Programming skills: COBOL, JCL, VSAM, DB2, CICS, MQ Series, Easytrieve 

* Experience in Endeavor, IBM problem determination tools such as File manager, Fault analyzer etc.

* Experience in Production Support

* Experience in change management and incident management tools.

* Ability to solve production down situations under tight SLA deadlines, including root cause and problem resolution follow-up

* Ability to support multiple mainframe applications  simultaneously.

* Ability to effectively run a triage call to resolve issues on time with in SLA deadlines.

* Proactive in identifying, escalating, and addressing project issues and risks

* Experience in coordinating with offshore/onshore teams and delegating work

* Excellent Problem Solving skills and an Entrepreneurial Attitude

* Excellent verbal and written communication skills

* Meeting facilitation and discussion moderation skills

* Strong organizational, interpersonal, and communication skills

Desired Job Skills

  • IMS DB and DC

  • Required development background

  • Ability to work on multiple apps

Technology Infrastructure Organization:

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

  • Excels in working among diverse viewpoints to determine the best path forward

  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

  • Commitment to challenging the status quo and promoting positive change

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Participates in design, development and implementation of systems engineering activities, to include OS technical support, systems programming and data center capabilities. Responsible for components of complex engineering and/or analytical tasks and activities. Assists in establishment of input/output processes and working parameters for hardware compatibility and coordination of subsystems design and integration of total system. Serves as a fully seasoned/proficient technical resource; provides tech knowledge and capabilities as team member and individual contributor. Will not have direct reports but will influence and direct activities of a team related to special initiatives or operations. Provides input on staffing, budget and personnel. Typically 5 or more years of systems engineering experience.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Provide 7 x 24 Incident and Problem Management support of GWIM Platforms. Provide technical expertise to facilitate investigation of complex technical issues. Uses technical knowledge to provide solutions to complex issues in a timely and efficient manner. Possesses strong understanding of technical and subject matter expertise that can be leveraged to identify and resolve issues in a timely fashion. Leads technical team in support of operations teams and support engineers by driving investigation of Incidents and corrective action follow-ups using an ITIL standards based methodology. Leads formal and informal Post Event Problem Reviews (PEPRs), coordinates delivery dates, define action items, and pursue issues to closure for problems that occurred for all P1, P2, or P3 client impacting incidents. Ensures that all stakeholders are sufficiently involved in the Problem Management process. Act as project Leader facilitating weekly problem management meetings with Sr. technical staff reviewing root cause and corrective actions. Contributes metrics based reporting on the production and/or pre-production environment. Keep current with emerging technologies and lead implementation efforts as applicable.

Required Job Skills

* Mainframe Developer Experience: Programming skills: COBOL, JCL, VSAM, DB2, CICS, MQ Series, Easytrieve 

* Experience in Endeavor, IBM problem determination tools such as File manager, Fault analyzer etc.

* Experience in Production Support

* Experience in change management and incident management tools.

* Ability to solve production down situations under tight SLA deadlines, including root cause and problem resolution follow-up

* Ability to support multiple mainframe applications  simultaneously.

* Ability to effectively run a triage call to resolve issues on time with in SLA deadlines.

* Proactive in identifying, escalating, and addressing project issues and risks

* Experience in coordinating with offshore/onshore teams and delegating work

* Excellent Problem Solving skills and an Entrepreneurial Attitude

* Excellent verbal and written communication skills

* Meeting facilitation and discussion moderation skills

* Strong organizational, interpersonal, and communication skills

Desired Job Skills

  • IMS DB and DC

  • Required development background

  • Ability to work on multiple apps

Technology Infrastructure Organization:

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

  • Excels in working among diverse viewpoints to determine the best path forward

  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

  • Commitment to challenging the status quo and promoting positive change

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Participates in design, development and implementation of systems engineering activities, to include OS technical support, systems programming and data center capabilities. Responsible for components of complex engineering and/or analytical tasks and activities. Assists in establishment of input/output processes and working parameters for hardware compatibility and coordination of subsystems design and integration of total system. Serves as a fully seasoned/proficient technical resource; provides tech knowledge and capabilities as team member and individual contributor. Will not have direct reports but will influence and direct activities of a team related to special initiatives or operations. Provides input on staffing, budget and personnel. Typically 5 or more years of systems engineering experience.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21072059

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Kathryn Dixon

Referral Bonus:

0

Street Address

Primary Location:
200 N College St, NC, Charlotte, 28255