Role : Senior Mainframe Production Support Lead
Location : Remote
POSITION OVERVIEW :
The Senior Mainframe Production Support Lead is responsible for ensuring 24x7 stability, availability, and operational excellence of Life Insurance applications, running on a z/VSE mainframe platform.
This role provides L2/L3 production support, leads incident triage and resolution, ensures SLA compliance, and supports critical batch and online insurance processes in a highly regulated, SLA‑driven environment.
Key Responsibilities:
Production Support & Operations
Provide L2/L3 production support for AIL mainframe insurance applications.
Monitor and ensure successful completion of daily, weekly, and monthly batch cycles.
Support batch cycle execution, including job monitoring, restarts, reruns, and data corrections.
Perform abend analysis, issue resolution, and production recovery activities.
Ensure end‑to‑end data flow, coordinating with upstream and downstream systems to confirm timely receipt and processing of production files.
Incident, Problem & Change Management
Perform incident triage, prioritization, and assignment for production issues.
Conduct in‑depth incident analysis, troubleshooting, and resolution.
Apply temporary or tactical fixes where required (without code changes) to restore service.
Identify root causes and propose permanent fixes, coordinating with Application Build teams for code remediation.
Manage incidents, problems, and changes using ServiceNow and Jira.
Participate in change, release, and deployment activities, including post‑implementation validation and production readiness checks.
Technical Analysis & SME Support
Analyze and resolve production issues involving:
Assembler
Easytrieve
COBOL
CICS
JCL
VSAM
Act as an Application SME, supporting L2.5 and Production Assurance teams with deep application and data knowledge.
Work closely with Application Build teams, Production Assurance, Infrastructure/System Programmers, vendors, and business stakeholders.
On‑Call & Production Coverage
Participate in 24x7 on‑call rotation supporting P1/P2 production incidents.
Provide after‑hours, weekend, and holiday support for critical batch processing and business events.
Ensure rapid response, effective communication, and timely resolution during business‑critical outages.
Required Skills & Experience:
10+ years of experience providing L2/L3 mainframe production support for mission‑critical applications in a 24x7, SLA‑driven environment.
Strong hands‑on experience supporting mainframe technologies, including:
z/VSE and z/OS
Assembler
Easytrieve
COBOL
CICS
JCL
VSAM
Proven expertise in batch operations support, including job monitoring, restarts, reruns, abend resolution, and data corrections.
Experience using ITSM tools such as ServiceNow and Jira, with strong knowledge of ITIL‑based Incident, Problem, Change, and Release Management processes.
Life Insurance domain experience strongly preferred, particularly supporting Acquisition and Policy Administration systems.
Demonstrated ability to perform deep technical troubleshooting, root cause analysis, and production recovery.
Proven experience working under pressure during P1/P2 incidents, meeting strict SLA response and resolution targets.
Strong communication and stakeholder coordination skills, including interaction with business users, vendors, infrastructure, and application teams.
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