Tech Support Analyst (Mainframe With Production Support Experience)

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Tech Support Analyst (Mainframe With Production Support Experience)

Nashville, TN (Day 1 Onsite)

We're Looking For a Tech Support Analyst To

" Provide 24x7 Incident and Problem Management support of GWM Platforms.

" Provide technical expertise to facilitate investigation of complex technical issues.

" Uses technical knowledge to provide solutions to complex issues in a timely and efficient manner.

" Leads technical team in support of operations teams and support engineers by driving investigation of Incidents and corrective action follow-ups using an ITIL standards-based methodology.

" Facilitating weekly problem management meetings with Sr. technical staff reviewing root cause and corrective actions

" Define workarounds for known errors and initiate process improvements

" Maintain a knowledge database

Your Expertise

" Mainframe Developer Experience: Programming skills: COBOL, JCL, VSAM, DB2, CICS, MQ Series, Easytrieve

" Experience in Endeavor, IBM problem determination tools such as File manager, Fault analyzer etc.

" Experience in Production Support

" Experience in change management and incident management tools.

" Ability to solve production down situations under tight SLA deadlines, including root cause and problem resolution follow-up

" Ability to support multiple mainframe applications simultaneously.

" Ability to effectively run a triage call to resolve issues on time within SLA deadlines.

" Proactive in identifying, escalating, and addressing project issues and risks

" Experience in coordinating with offshore/onshore teams and delegating work

" Excellent Problem solving skills and an Entrepreneurial Attitude

" Excellent verbal and written communication skills

" Meeting facilitation and discussion moderation skills

" Strong organizational, interpersonal, and communication skills