E2E Production Support Lead - HPE NonStop (Tandem) & Mainframe

Berkeley Heights, NJ, US • Posted 12 hours ago • Updated 7 hours ago

Contract W2

Contract Corp To Corp

Contract Independent

On-site

$DOE

Aroha Technologies

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Job Details

Skills

Documenting
Root Cause Analysis
Posting
Postgresql
Best Practices
Amazon Web Services
DB2
Operations
Metrics
Continuous Improvement
IT Infrastructure Library
ITIL
Technical Assistance
Fiserv
Product Support
Tandem
Nonstop SQL
TACL
TAL

Summary

Designation	SENIOR SUPPORT ENGINEER
Location	New Jersey
City	Berkeley
Job Description (Posting).	Support Lead - Product Support Job Summary The Support Lead for Product Support plays a pivotal role in ensuring customer satisfaction through the efficient resolution of complex issues and proactive improvement initiatives. This position is responsible for leading troubleshooting efforts, conducting root cause analyses, and implementing preventive measures to enhance product reliability and team performance. The Support Lead's contributions directly impact the organization s commitment to delivering superior support services and fostering continuous improvement. Key Responsibilities 1. Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Knowledge And Diagnostic Tools, Ensuring Minimal Disruption To Customer Operations. 2. Conduct Hands-On Root Cause Analysis For Critical Issues, Documenting Findings And Recommending Actionable Solutions To Prevent Recurrence. 3. Implement Preventive Measures And Best Practices To Reduce Future Defects And Improve Product Stability Based On Analysis And Feedback. 4. Provide Technical Assistance And Mentorship To Team Members In Resolving Escalated Customer Issues, Promoting Knowledge Sharing And Skill Development. 5. Lead Continuous Improvement Activities By Analyzing Support Metrics And Team Performance, Identifying Areas For Enhancement, And Executing Strategies To Elevate Service Quality. Skill Requirements 1. Strong Understanding Of Product Support Processes For L1, L2, And L3 Tiers. 2. In-Depth Knowledge Of Troubleshooting Methodologies And Tools Relevant To Product Issues. 3. Excellent Analytical Skills For Conducting Root Cause Analyses And Developing Preventive Measures. 4. Solid Communication Skills For Effective Collaboration With Team Members And Customers. Certification 1. Itil Foundation Certification Is Optional But Valuable For Understanding Service Management Best Practices.
Skill (Primary):	Technical Skills (ERS)-Other Technical Skills-Product Support (L1-L2-L3)
Other Requirement	Berkeley Heights, NJ Tandem - TACL , TAL , HP - non stop sql JD: End to End (E2E) Support Resource Requirements (Frontend Role) Job Description: Candidate would ideally possess and demonstrate a high level of understanding of AIX/Linux operating systems and HPE NonStop (Tandem), mainframe computer operations and familiarity with JCL a plus. Experience supporting OLTP applications on HPE NonStop (Tandem) systems, including Guardian/OSS, TACL, Pathway, Enscribe. Be proficient in technical operations analyst support and root cause analysis. Awareness of AWS platforms with tech stack that includes C, C++, COBOL, Java programming languages and databases like SQL/MP, DB2, Oracle, RDS Postgres. Capable of multi-tasking in a fast paced highly technical environment. Ability to communicate and report detailed technical information/issues to management, following the appropriate escalation procedures. Adept at troubleshooting and resolving complex technical problems in a highly demanding and challenging environment, enhancing computer operations procedures, and reengineering operation processes to increase efficiency. Roles and Responsibilities: Role requires front-end support engaging with development to resolve E2E environment related issues impacting client testing cycles. Front end technologies supported are Unix (commands, vi) and shell scripts. Responsible for performing root cause analysis, first/second level investigation, escalation and resolution of process and batch failures in a timely manner. Serve as an escalation point for client issues related to the E2E environment or more complex issues. Engage with backend team that monitor E2E batch flow to ensure batch streams are processing on time, identify issues that require corrective action and follow up for resolution. Implement appropriate corrective actions to eliminate recurring batch job failures, coordinating, monitoring, approving E2E environment change related activities, performing training and coaching for less experienced team members, update procedures as changes occur and deficiencies are identified. Analyze documentation supporting changes in a complex E2E environment. Able to initiate bridge calls when multiple application and support teams require direct communication between each other to resolve problems. Capable of promoting Incidents to Incident Management for a severe issue where production is impacted. Ability to page out Application Teams for batch issues/abends and page additional Application Teams/additional resources when needed. Participate in bi-annual mirroring BCP disaster recovery testing and Spring & Fall release Interchange Association update implementations. Flexible to work additional days/hours as needed, to cover the team. Computer Software Application Skills and Tools: AIX/LINUX, AWS, HP/TANDEM, MVS/ZOS, ROCKET EMULATOR/BLUEZONE , TPX, JCL, CICS, TSO, VTAM, VSAM, JES2, JCLWTR/SAR/VIEW, IOF/ISPF/PDF/SDSF, CA-7/CA-11, CA-1, WLB, WLM CICSPLEX, NDM, DB2, TSS, OPSMVS, SYSVIEW, NETMASTER, AUTOMATE, OPSMVS/STATEMAN, ENDEVOR, FILEMASTER, DB2 PLATINUM, DFHSM, CYCLVIEW, CONFLUENCE, MICROSOFT TEAMS, MOOGSOFT, SERVICE POINT, CONTROL-M, CLARITY, FUEL, ZSCALER, Microsoft suite, WINDOWS PRODUCTS.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10515154
Position Id: 2025-5170/28897
Posted 12 hours ago

Company Info

About Aroha Technologies

Michael Arrington, founder and co-editor of Tech Crunch once famously said that ‘The best startups generally come from somebody needing to scratch an itch’.

Quite true to the thought, Aroha Technologies Inc was launched in 2008 in Florida. While we began our journey with a powerful Staffing Specialist & Software Development, Today our procedure has amplified into a more robust and simplified solution for Marketers looking for consistent and long term.

In our quest to do better, we resolve to simplify user acquisition, retention, engagement and large Business without blinking an eyelid! A semi-remote team spread across the globe, we are here to help you one step at a time.

Unmatchable growing excellence When AROHA was formed, we interviewed many potential clients and business colleagues and asked what a single important question seemed: “If you could design a firm to meet your needs, what would it look like?” The answers to that question have guided our thinking and planning on an ongoing basis, and form the core of our thinking about how we treat our clients and our employees, whom we call associates.

At a most basic level, we have stated our mission in a promise to our clients and our associates: “Unmatchable growing excellence.” This alignment governs superior service to our customers and supports our associates who perform that work, which cannot be matched by our competitors.

In short, we believe that care of our associates, disciplined financial management, and constant attention to the fundamentals of good delivery adds up to a successful, scalable business.

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