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Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Perform daily control room operations, including monitoring alerts, handling batch job abends, and managing incidents in accordance with SOPs.
- Execute Control-M activities such as holding, releasing, and restarting jobs.
- Monitor batch flows and escalate issues to ensure SLAs for critical processes are met.
- Monitor z/OS systems, review logs, and perform initial troubleshooting; engage next-level support when required.
- Execute operational procedures including IPLs (Initial Program Loads), maintenance implementations, and task restarts (bounce activities).
- Monitor system health using tools such as Chronos and report issues to senior leads or SMEs as needed.
- Create, update, and manage incident tickets and RITMs in ServiceNow, ensuring all tickets are accurately updated before shift end.
- Provide support to data centers (DCs), including troubleshooting batch processing issues and resolving printer-related problems.
- Support and facilitate EDIM (Data Center Power Outage activities) and related operational events.
- Handle customer support requests via phone queue, email, and chat platforms (Zoom, Teams, Slack) while meeting response SLAs.
- Follow established escalation procedures and SOPs for issue management and resolution.
- Maintain proper documentation and communicate issues effectively during shift handovers.
Requirements
What you’ll need- 1–3 years of experience in technology operations, control room, or system administration
- Basic knowledge of mainframe environments (z/OS) and batch processing concepts
- Experience with job scheduling tools (e.g., Control-M)
- Familiarity with ServiceNow or similar ticketing systems
- Strong problem-solving skills and attention to detail
- Ability to work in a 24x7 shift-based environment
- Exposure to mainframe tools and utilities
- Basic understanding of JCL (Job Control Language)
- Experience supporting data center operations
- Familiarity with monitoring tools such as Chronos
- Experience using collaboration tools like Zoom, Microsoft Teams, and Slack
- Ability to work effectively in a team and escalate issues appropriately.
- Attention to detail
- Problem-solving ability
- Multitasking and time management
- Communication and teamwork
- Ability to follow processes and SOPs
- Customer support orientation
- Fast-paced, high-availability support setting
- Interaction with cross-functional and geographically distributed teams
Benefits
Comp & perks- maternity and parental leave
- PTO
- health benefits
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
z/OSbatch processingControl-MJCLincident managementtroubleshootingmonitoringdata center operationsSOPsIPL
Soft Skills
problem-solvingattention to detailteamworkcommunicationmultitaskingtime managementcustomer support orientationability to follow processesescalationadaptability