Support Engineer

position: Support Engineer

Location: Remote

Technical Skills

Must Have

• IBM Scheduling
• JCL- job restart knowledge
• Mainframe Knowledge
• ROSCOE

Nice To Have

• Production Control Experience
• Secure File Transfer Protocol (SFTP)
• TWS

Job Description

General function:

• Responsible for monitoring and supporting mainframe, open systems, and server backup production schedules and workflow processes. Provide troubleshooting support and problem remediation, including escalation to ensure Service Level Agreements (SLAs) are maintained. Assist with the deployment of new software to various test and production platforms. and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drivea positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Essential duties & responsibilities:

• Monitor, support and troubleshoot production schedules / workflow for operating issues involving failures, degradation and late dependency / successor event correlation using various monitoring tools.
• Triage basic problems, taking corrective action to ensure availability and minimize downtime.
• Ensure the timely process through which production schedules are completed and problems are controlled.
• Follow standard operating procedures, while continuously looking to recommend / establish new procedures or workflow to increase customer service and operational efficiency.
• Develop a comprehensive understanding of respective production schedules, job flows and service level deadlines.
• Resolves moderately complex problem issues and/or processing delays.
• Completes checklists / turnover logs for audit compliance.
• Assist with troubleshooting Remote File / Data Transmission delivery issues.
• Analyze and evaluate reoccurring problems and make improvement recommendations to senior technicians or management.
• Assist in maintaining technical documentation and standard operating procedures.
• Provides daily support to users and programming groups.
• Works to increase industry knowledge through daily work responsibilities and available resources.
• Completes work assignments in conjunction with senior staff members and other teammembers as needed.
• Other duties as required.

Minimum knowledge, skills and abilities required:

• Undergraduate degree in related field or equivalent 1-3 years of work experience.
• Good communication and interpersonal skills.
• Knowledge of Tape Storage Management (TSM) or other backup software products.
• Working knowledge of an automated mainframe / open system platform scheduling system, preferably IBM Tivoli.
• Experience with multiple hardware and software technologies: i.e. Windows, UNIX, MVS, IBM mainframe, JES2, and monitoring tools.
• Dependable, flexibility to work weekends and holidays in 24 x 7 working environment.