Service Delivery Analyst Senior

As a Lead Engineer - Service Delivery in the ever-evolving SRE core settlement team, you will be responsible for supporting multiple Critical Platforms that facilitate all aspects of merchant settlements for the US geography. You will work in 3 shifts to provide 24X7 support to these applications, ensuring timely issue resolution within SLAs. Additionally, you will collaborate closely with relationship managers to investigate and provide accurate findings to merchants regarding any settlement issues they report. **Key Responsibilities:** - Work in rotational shifts to provide production support for critical SLA driven production applications (L2 and L3 support) in a 24X7, 365 days environment. - Actively participate in bridge calls, effectively articulating issues and providing corrective actions within SLA boundaries. - Adhere to the defined escalation matrix. - Conduct technical research and fix work on assigned tickets. - Perform any other duties as assigned. **Qualifications Required:** - 7+ years of experience in mainframe technology. - Proficient in Mainframes Technology, including JCL, COBOL, any database (VSAM or DB2 or both), Job Scheduler, and at least one ticketing tool. - Experience in Production Support and abend handling, preferably for critical SLA driven production applications (L2 and L3 support) in a 24X7, 365 days environment. - Proficiency in bridge calls, with the ability to articulate issues and offer corrective actions within SLA boundaries. - Willingness to work in rotational shifts, including night shifts and rotational week offs. - Strong communication, analytical, and research skills. In this role, you will be expected to demonstrate the following qualities: - **Determined:** You exhibit a mindset that remains open to both winning and failing, always seeking solutions that add value. - **Inclusive:** You actively collaborate with others, encouraging them to perform at their best and embracing new perspectives. - **Open:** You operate across borders, working together with your team to achieve collective goals.,