Tier 1 Mainframe Technical Support

Mainframe Technical Support (Night Shift)

Location: Baltimore MD (100% remote)

Duration: 6-month

HM Notes:

• Tier 1 technical support role, handling all alerts, monitoring the system.
• Needs to have good comm skills and customer support skills and they will be receiving calls from customers.
• Needs to have worked in development. Be able to identify and troubleshoot issues.
• Team is split into different shifts. Covered 24/7 365 days.
• The team is mainframe support oriented. But not required. Mostly identify and escalate.
• Mainframe support exp is nice to have. Will just need to follow the run book.

Additional Skills:

• Daily monitoring of IT infrastructure and applications, as well as managing and maintaining the supporting technologies to ensure peak efficiency and reliability.
• Serve as backup for Shift Lead for a DCO monitoring shift and be responsible for completing the Shift Summary sheet for review and approval by oncoming shift DCO Lead.
• Provide real-time monitoring for both Mainframe and Distributed systems in order to proactively detect and prevent service disruption.
• Responsible to diagnose and troubleshoot complex problems through resolution.
• Ensure proper procedures are followed to introduce changes and fixes into the operating environment and production libraries in order to ensure the lowest possible error rate.
• Provide timely notification of Level 2 system and application support teams as necessary. Independently works with system monitoring and diagnostic tools to ensure optimal performance of operating systems.
• Initiate and coordinate HealthCheck calls for problem identification and resolution.

Scheduling Tasks:

• Create or alter new and existing jobs and job schedules on the mainframe, Windows, and UNIX environments using the Scheduling package(s).
• Perform job restarts with needed overrides and correct JCL syntax.
• Monitor the Scheduler queues to ensure job completion and/or error corrections have been performed.
• Update Scheduler Base Calendars to reflect current years processing and Holiday schedule.
• Build AGENT capabilities to communicate scheduling requirements across platforms.
• Contributes to the implementation of new technology and tools to increase productivity and performance with job scheduling.