Experience
• 5–8 years of experience in mainframe production support, service management, or operations roles
• Prior experience supporting regulated environments, preferably utilities (electric, gas)
Technical & Operational Skills
• Strong understanding of IBM Mainframe (z/OS) environments
• Hands on exposure to:
• CICS, DB2, IMS
• Batch scheduling and job control (JCL)
• COBOL, PL/I, Assembler (read & review capability)
• Experience managing 24x7 production support and critical batch cycles
• Solid knowledge of ITIL-based service management processes
Domain & Compliance
• Experience supporting utility business processes such as:
• Customer Information Systems (CIS)
• Billing and Meter to Cash
• Awareness of regulatory and audit requirements impacting billing and customer operations
Communication & Leadership
• Ability to translate technical issues into business and customer impact
• Experience working with cross functional stakeholders and vendors
• Strong documentation and reporting skills
Roles & Responsibilities
• Own and manage the end to end service lifecycle for assigned mainframe applications and platforms
• Ensure 24x7 production stability of mainframe systems supporting CIS, Billing, and Meter to Cash processes
• Lead incident, problem, and major incident management, including root cause analysis and corrective actions
• Govern batch processing cycles, ensuring timely and accurate billing and downstream processing
• Oversee change and release management, ensuring production readiness and risk mitigation
• Monitor and report on service SLAs/SLOs, availability, and operational KPIs
• Coordinate with infrastructure, security, vendor, and application teams to resolve issues and improve service quality
• Support audit, compliance, and regulatory requirements, including SOX controls and evidence preparation
• Identify and drive continuous service improvements, including automation, stability, and cost optimization
• Provide clear and timely business and executive communications during service disruptions
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