SME - Mainframe SysOps & Batch Scheduling Tools

Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents within the Support & Operations domain. This position emphasizes quality compliance with service level agreements (SLAs) while fostering positive customer relationships through effective communication and analysis. As a key resource, the SME will mentor team members, validate operational processes, and contribute to strategic planning, significantly impacting customer satisfaction and operational efficiency.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents In Production Control And Scheduling, Adhering To Slas And Implementing Best Practices In Sysops For Continuous Improvement.

2. Mentor Team Members And Administrators By Conducting Training Sessions And Developing Standard Operating Procedures (Sops) To Enhance Team Capabilities And Operational Efficiency.

3. Validate Change Order Implementation Plans And Human Error Compliance In Sysops, Actively Participating In Capacity Planning To Optimize Resource Allocation And Operational Readiness.

4. Facilitate Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Utilizing Effective Communication To Identify And Resolve Issues Promptly.

5. Validate Analyses Such As Root Cause Analysis And Trend Analysis, Generating Comprehensive Reports To Inform Key Business Stakeholders And Drive Performance Improvements In Support & Operations.

Skill Requirements

1. In-Depth Knowledge Of Production Control And Scheduling Processes.
2. Solid Understanding Of Sysops Practices And Tools.
3. Expertise In Incident Management And Escalation Resolution.
4. Strong Analytical Skills For Conducting Root Cause And Trend Analyses.
5. Excellent Communication And Presentation Abilities For Stakeholder Engagement.

Mainframe Production Controls Scheduling

Skills Required:

• Familiar with IBM z/OS system.

• Familiar with RACF standards

• Experience supporting a Global Computer Operations team

• Expert in CA Broadcom ESP

• Expert MS Office

• Implement and support UPS specific customized requirements to meet application requirements.

• Research, code, certify & implement to meet product and application requirements.

• Assist in the design, documentation, and validation (exercise or room net) of business continuity and disaster recovery plans and advise application teams on infrastructure capability.

• Support and administer changes related to in-house or vendor developed applications.

• Support yearly software and on-going weekly/monthly/quarterly/yearly security compliance and dependent products and requirements.

• Support UPS Global Operation Computer, support and application group users and groups.

• Monitor and process the Workload Automation SMC Incident and Problem queue and respond per defined SLAs.

• Follow SMC Change Control process to support product development, maintenance and implementation related requirements.

• Vendor to document CA Broadcom ESP UPS-specific requirements and other details for knowledge transfer.

• Knowledge documents audited every quarter for validity and compliance. UPS retains all knowledge documents ownership upon vendor exit

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).

2. Certification In Production Operations Management (Optional But Valuable).

3. Certification In Change Management (Optional But Valuable)