Monitor and submit customer mainframe batch processes
Monitor and report on customer network and/or server outages
Mainframe job scheduling and abend remediation using CA7/CA Scheduler/IBM Tivoli or similar scheduling software
Monitor customer communication via email or phone, escalating where appropriate
Participate in customer bridge calls as needed
Monitor and assist with server patching activities
Incident triage, correlation, and escalation
Create and enhance operational documentation including runbooks, processes and procedures
Identify and recommend improvements that enhance the client experience
Participate in automaton efforts leveraging advanced automation technologies
Complete duties as assigned

Basic knowledge in desktop, server, and network operations
Experience acting in a supporting role in an enterprise class IT operations environment
Demonstrated ability to provide excellent customer service experiences
Must have excellent oral and written communication skill
Knowledge of mainframe, tape management, and batch operations
Demonstrated success collaborating with colleagues, senior leadership, business partners, and customers
1 year operational mainframe experience (preferred)
1 year customer service experience in the Information Technology Industry (preferred)
1 year experience in utilizing mainframe job scheduling systems (using one or more of these technologies CA7/CA Scheduler/IBM Tivoli) (preferred)
1 year previous NOC (Network Operations Center)/Command Center/Help Desk/Operations Center experience (preferred)
1 year experience in desktop, server, and or network support (preferred)

Production Control Analyst – Night Shift

Key skills