Providing omni-channel support for complex questions/problems for product suites
Delivering a superior customer experience by exhibiting core principles of empathy, expertise, value, and speed
Maintaining a professional attitude and utilizing technical expertise in resolving problems
Acting as a first-level interface with customers when problems/questions are identified
Requesting documentation for review and analysis to determine the problem and provide maintenance
Utilizing available resources to review and analyze documentation provided by customers
Uploading logs and documentation to the mainframe for review
Recreating error(s) on available mini systems if the problem has not been previously reported
Engaging Sustaining Engineering (SE) to further analyze data if necessary
Coaching and assisting less-experienced team members to become more self-sufficient

Requirements

Bachelor's Degree or global equivalent in Computer Science or related discipline
8+ or more years of related professional experience in a Mainframe environment working in Software Support or Systems
Proficiency in z/OS mainframe environment
Knowledge of Mainframe Architecture and Operations
Experience with SMP/E, z/OSMF, USS, TSO/ISPF, SDSF, IPCS and other z/OS utilities
Experience working with and knowledge of TCP/IP concepts and basic networking including FTP and Telnet processing
Experience working with and knowledge of VTAM and TN3270 session management
JCL knowledge for job submission, troubleshooting, and batch processing
Experience with REXX, CLIST, or similar scripting language
Strong problem-solving skills and ability to provide high-quality technical support

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

z/OSSMP/Ez/OSMFUSSTSO/ISPFSDSFIPCSTCP/IPJCLREXX

Soft Skills

empathyexpertisevaluespeedprofessional attitudeproblem-solvingcoachingassisting

Certifications

Bachelor's Degree in Computer Science