Support Lead - ITSM, Telecom

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.
• Ensure E2E client service level agreements are attained
  • 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.
• Responsible for monitoring and support transmissions, perform replay/retransmission of files as needed
• 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.