Mainframe Operator

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Job Title: Mainframe Operator

Location: Rochester, MI- Onsite

Work Schedule: Must be available to work holidays, days, afternoons, and/or midnight shifts

Job Description

The Mainframe Operator functions as a Level 1 Incident Manager responsible for identifying, escalating, triaging, and tracking critical incidents and events related to various IT technologies. This role requires strong analytical and communication skills to ensure timely issue resolution and effective coordination with IT staff, customers, and vendors.

The operator will utilize graphical monitoring systems to track the availability and status of infrastructure connectivity, assets, and services, ensuring stable and efficient IT operations. This position plays a key role in maintaining system performance, operational continuity, and quick response to technology-related incidents.

Key Responsibilities

• Function as a Level 1 Incident Manager for critical IT incidents and events.
• Quickly create, triage, escalate, and track customer technology-related incidents following established procedures.
• Monitor mainframe control consoles and periodically check system performance to identify issues and ensure uptime.
• Utilize graphical monitoring tools such as What s Up Gold, Pingdom, and PRTG to monitor infrastructure and service availability.
• Collaborate effectively with IT teams, customers, and vendors to communicate incident status and coordinate resolutions.
• Assist with the review and validation of mainframe job control language (JCL) as required.
• Perform physical deliveries and operational tasks as assigned; must be able to lift up to 50 pounds.
• Maintain detailed incident logs and documentation for reporting and analysis.
• Adhere to operational schedules, including onsite presence with rotating shifts (days, afternoons, midnights, and holidays).

Technical Environment

• Microsoft Teams - Must have an in-depth knowledge and at least 5 years of experience.
• Monitoring Tools: What s Up Gold, Pingdom, PRTG.
• Mainframe Systems: IBM Mainframe - experience monitoring console operations and reviewing JCL preferred.

Required Skills & Qualifications

• Minimum 5 years of hands-on experience in IT operations, incident management, or mainframe monitoring.
• Strong knowledge of Microsoft Teams for operational communication and collaboration.
• Experience using infrastructure monitoring and alerting tools (What s Up Gold, Pingdom, PRTG).
• Familiarity with IBM Mainframe environments and job control language (JCL) review processes.
• Excellent verbal and written communication skills with the ability to coordinate across technical and non-technical teams.
• Strong troubleshooting, multitasking, and prioritization skills in a fast-paced environment.