Mainframe Tech Support

Core Function:

Mainframe Tech Support performs mock testing during non-production cycles, coordinates completion of change records, interfaces with the customer on nightly client monitor questions and issues related to daily run cycles They perform system health checks, execute TSSR requests, Access, correct, coordinate, and adjusting batch processing errors from the OPC (Mainframe Tivoli Workload Scheduler) Abend Queue for the client.  Provide Disaster recovery testing, and develop repeat abend documentation. Mainframe Tech Support is also responsible for working with the storage team and customer to correct storage space abends and performing PDX promotes and demotes as per client requests.  Works hand in hand with MF operations, Storage team, both customer and end-client support teams.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to this position.

• Take turnover from Dayshift Tech Support Operator and will review the nightly Turnover report for activities or functions that might require Technical attention. For example, jobs being placed on hold awaiting a call from Development to be released.
• Check the OPC error Queue for any jobs in error through entire shift and communicate with Operations for any job abnormalities and extended running time.
• If Tech cannot correct the job in error, the abend will be escalated to BFS Development for remediation. Once the Programmer calls back with the fix, Tech will implement it, or, make the necessary corrections to the JCL and restart the job from the required step via OPC, based on where the job error occurred.
• COMMUNICATION: Tech remains in the chat with Operations / Pune / Peers / Distributed Systems/ ODS for any other OPCB errors or Technical related requests.
• Tech takes calls throughout the night from the BFS COE / CIT / Help Desk Groups for Client related requests and late files impacting job processing
• Tech informs the Team Lead onsite of any Abends sharing major Client impact immediately, as well as, other abends that might be in error over (15) minutes.
• Tech will address / update any outstanding ITSM Tickets generated, as well as, send ITSM Hot items to the Team Lead to enter into the BFS Turnover for discussion at 9AM for follow up / resolution.
  Repeat abends will be added to the repeat abend report and ongoing issues will be sent to Bob Barrett via email for additional follow up.
• Tech executes Change records during weekend maintenance window which affect IPL's and their associated SLA Deadlines.
• Tech should have Storage knowledge of reallocating files for batch and more critical Online Files.

Supervisory Responsibilities:

 N/A

Minimum Knowledge, Skills and Abilities Required:

• Strong knowledge of JCL a must
• OPC (Mainframe Tivoli Workload Scheduler)
• Mainframe Storage Management
• Communication – English
• Attention to Detail
• Work AWS (12 Hour shift rotation)

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another.  Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

• Must be able to be on feet for extended periods of time.
• While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media;
• Use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms.
• Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another.

• Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors.  Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

• Must be able to perform job duties energetically and with enthusiasm.
• While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills;
• Read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; Learn and apply new skills and information;
• Perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors.
• Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General Office Environment

Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.

• Maintain a safe and clean work area.
• Follow all safety and security rules.
• Ensure that client work space is maintained and safe at all times.
• Escalate to the assigned client representative and Pomeroy Manager all safety or security issues and follow-up until resolved.
• Work is generally sedentary in nature, but may require standing and walking for up to 50% of the time.

Other Specific Job Qualifications and/or Duties

This section is used to describe client or department specific qualifications for the position.

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