Application Support for Mainframe

Our Technology organization is a strong team with over 40,000 infrastructure engineers and software developers around the globe. Our technologists identify new opportunities in the Financial Services, using cutting-edge technologies and developing new mobile and digital platforms for consumers.

As a member of the Production Support team; you will be responsible for providing 24 x 7 x 365 coverage performing L1 & L2 caliber troubleshooting/triage of incidents, working trouble tickets, completing escalation management, providing L1 monitoring support at the infrastructure, application & middleware layers, resolving and reporting of incidents for our production environments. In addition, you will execute systems administrative tasks, help to create and maintain production support documentation and assist on projects when directed. In this position, you will be responsible to quickly evaluate information, engage and assist technology staff, and communicate issues to help remediate and resolve production issues efficiently and effectively. In support of incident management, you will work closely with other technology groups including Development, Data Base Administration, Quality Assurance (QA), Infrastructure (Networking, Systems and Storage, Build and Deploy, and Operations) as well as Core Cash business Operations & Product teams

* Ensures monitoring alerts and system events are assessed, prioritized, and managed * Manages client impacting incidents including business impact assessment, technical resolutions, engagement, and communications * Complies with organization standards, regulations, and requirements * Implements and follows organization incident, problem, and change management processes. * Performs 1st and 2nd level support for assigned applications * Ensures potential client impacting incidents are identified and remediated prior to client impact or remediated as soon as possible after issues arise. * Builds and maintains strong relationships with technology teams and business partners to identify process improvement opportunities * Collaborates with technology teams and business partners to understand application functions and related downstream processing components * Drives continuous improvement of services and processes in order to increase platform stability and improved operational efficiencies * Participates with post incident reviews for client impacting incidents * Identifies post incident review action items and process improvement opportunities * Works with Change Management/ Release Managers on the evaluation of change events * Runs technical bridges and/or management bridges, as required and leverages experience and organizational knowledge to reduce MTTR (Mean Time to Recover) * Supports Disaster Recovery Tests * Aligns with business strategies, goals, and objectives * Assists in translating business requirements into proposed IT services & solutions * Develops and distributes performance metrics for core services * Designs & implements customer satisfaction surveys and measurements as assigned * Develops and maintains process and procedure documentation (knowledge management) * Collaborates with technology and business partners to continuously identify proactive monitoring and health check opportunities * Assures Operations Run Book is up to date * Manages and mentors technical staff(onshore and offshore) – including reviews, performance plans and resource loading

**Required and Preferred Skills** * Coordination with onshore and offshore teams * Excellent prioritization, organizational and time management skills * Understanding of business process reengineering and business modeling concepts, business systems development and analysis * Solid experience in documenting requirements and technical specifications * Excellent oral and written communication skills * Influence and negotiation skills * A strong application development background * Proven experience designing and implementing proactive systems monitoring and health checks * Incident management skills and experience * Knowledge (documentation) management experience * Experience of change management process in a large corporation * Experience managing technical bridges and guiding problems to resolution * Ability to influence and lead technical conversations with varied IT support groups * Ability to coach and mentor employees and contractors * Knowledge of Incident, Problem and Change Management processes and tools * Able to make trusted and unbiased judgments even under controversial circumstances * Ability to align IT service offerings with business strategies, goals, and objectives * Ability to influence key business stakeholders on IT agenda, goals, and objectives * Ability to translate business requirements into proposed IT services & solutions * Experience developing and implementing performance metrics * Proven analysis, data management and reporting skills * Solid project management skills, especially in a cross-functional environment * IT process design & implementation skills and experience * Ability to forecast IT Services based on business requirements and demand * Strong technical documentation skills * Experience with mainframe data manipulation utilities (ie, FileAid, EZTRIEVE). * Experience with NDM and FTP secure transmission protocols. * Advanced knowledge of computing systems, systems development practices, support and troubleshooting * Experience using mainframe languages, tools & facilities: JCL, Changeman, Zeke, VSAM, Cobol, CICS, DB2, Ca7, Eztrieve, Endevor, Fileaid, and other TSO utilities **Education/Experience** * Bachelors degree or equivalent * Banking and Treasury experience (preferred) * 5-10 years of IT experience with background in application development and/or production support operational experience