Provide technical support for the Policy Administration System on the IBM i platform.
Monitor overnight batch processes, ensuring timely and accurate completion (on a rotational basis).
Troubleshoot and resolve system issues, minimizing downtime and impact on business operations.
Perform root cause analysis and implement corrective actions to prevent recurrence of issues.
Collaborate with cross-functional teams across different geographical locations to resolve complex technical problems.
Support one week in every four for overnight batch monitoring, and additional coverage as required for holidays and other scheduling needs.
Ability to work as part of a shift rota. (This may include occasional weekend work for big projects)
Utilize SQL and RPG for system maintenance, enhancements, and issue resolution.
Create and maintain documentation for processes, procedures, and problem resolutions.
Participate in system upgrades, patches, and other maintenance activities.
Communicate effectively with stakeholders, providing updates and status reports as necessary.
Use Jira for issue tracking and project management.
Use ServiceNow for incident management, change management, and service request fulfillment.
Work within an AGILE framework, participating in sprint planning, daily stand-ups, and retrospectives.

Proven experience in a production support role, preferably within a healthcare or insurance environment.
Strong knowledge and experience with IBM i (AS/400) platform.
Proficiency in SQL and RPG is highly desirable.
Experience with Jira and ServiceNow for issue tracking and service management.
Excellent problem-solving skills and attention to detail.
Ability to work independently and as part of a global team.
Strong communication and interpersonal skills.
Ability to manage multiple priorities in a fast-paced environment.
Flexibility to support overnight batches on a rotational basis and provide additional coverage as needed (essential).
Experience working in an AGILE environment.
Ability to read/speak English.
Diploma or Bachelor’s degree in IT, or related field

Senior Production Support Analyst – IBM i, AS/400

Key skills