mainframe support

Batch support for Mainframe Scheduling tools  CA7, Autosys etc..)

This role provides quality solutions by supporting a variety of professional, technical and analytical duties in the support of data center batch processing.  Assignments include monitoring daily batch cycles in both mainframe and distributed environments, escalating batch failures or delays and executing recovery actions to ensure timely and successful batch execution.

Responsibility Summary: 

• Detect and escalate interruptions to batch schedule
• Identify actual and potential business impact of batch delays and / or failures.
• Interact with application support teams to execute batch recovery activities.
• Modify current batch schedule in support of scheduled maintenance activities.
• Interact with systems administrators to solve technical issues impacting batch cycles.  
• Fulfill adhoc schedule modifications through formal request mechanisms.
• Perform Change functions to assure maximum performance and reliability
• Develop, enhance and maintain documentation for Command Center
• Facilitate bridge/war rooms for incident triage resolution
• Provide voice technical support

Skills:

• Mainframe batch processing
• Utilizing CA7 batch scheduler and CA11 catalog management table
• Distributed batch processing using scheduling tools like Autosys

 Qualifications Required in the Job:

• Minimum of 2 to 4 years of Analytical and Technical Experience
• Bachelor’s degree in Information Technology is preferred or equivalent related work experience.
• Must have strong English written and verbal communication skills
• Shift: Day time, 
  Hybrid  on Guadalajara 
• Ability to relate technical issues to business operations and impact
• Relies on experience and judgment to plan and accomplish responsibilities
• Spends significant time interfacing with support teams, technical associates, and vendors
• Ability to efficiently prioritize and organize competing work demands with little oversight

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Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined     by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

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