Production control support

- Incident Management skills in troubleshooting and facilitating technology recovery efforts.
- Excellent verbal and writing communication and facilitation skills technology related issues.
- Systems Analysis with broad knowledge of multi-tier systems including cloud, mainframe, various OS/databases/web platforms knowledge.
- Very well usage of ServiceNow.
- Teamwork and constant real-time collaboration with teammates in handling technology related incidents minor and major.
- Would be able to handle 12 hrs shifts at night, 3.5 nights a week.
- Facilitate and coordinate troubleshooting and recovery efforts for Major technology issues


- Works within a team of Analysts that provide Incident Management from within a 24/7/365 batch processing support environment.
- Responsible for analyzing, executing, resolving batch processing issues through CA ESP Scheduling (NOT same as CA 7), and data transmission issues through Sterling File gateway (SFG) or Connect:Direct.
- An expert in CA ESP combined with mainframe operations and distributed systems knowldge will be an ideal candidiate to handle the varied complexity and urgency required for high volume of workload to keep the company running.
- Ability to troubleshoot mainframe and distributed system data transmission and/or batch job failures, delays, or long running by asseing impact, escalate, facilitate troubleshooting bridge and drive timely resolutions.
- Utilize different monitoring and incident management tools to identify, accurately document, and manage issues.
- Previous Incident Management experience is required.
- Seek and maintain professional relationships and effective communications with Customer Line of Business, other Infrastructure teammates, vendors, software agents, outside specialists, and industry experts.
- Undertake research of hardware/software products and maintain strong knowledge with current technologies, especially those commonly used in the Customer organization.
- Have a strong knowledge and experience with mainframe such as: TSO/SDSF, JES2, MVS commands, z/OS 10, z/VM,JCL, CICS,.. programming/scripting experience prefered. Previous technology lead experience and banking/financial
knowledge is a plus.