Support Engineer

Job Description

Must Have: Proficiency in Tidal Job Scheduler and Workload Automation Flexible to work in 24X7 rotational shifts Advanced analytical and problem-solving skills to quickly identify and resolve job scheduling conflicts and similar problems Ability to work independently in a remote setting and work as a team player Excellent communication skills, problem solving skills, analytical skills and strong attention to detail. Basic knowledge of Office 365 Suite (Microsoft Word, Excel, Outlook and Sharepoint) Basic knowledge of creating incidents, working requests in ServiceNow application. Good to Have: Experience, understanding of scripting languages (SQL, Python, Powershell) Understanding of Tidal Job Scheduler s system architecture or similar application. Certification in Tidal Enterprise Job Scheduler or Workload Automation. Educational Qualifications: Bachelor s degree in computer science or related field Job Description: Responsible for monitoring, scheduling, implementing, maintaining Test and Production job schedules and on demand job requests Analyze and understand individual job flows, with a primary focus on nightly critical path job flows. Reviews and validates production release schedules. Reviews production requests with appropriate IS groups. Resolves discrepancies and dependencies. Implement new job objects using the Repository in Tidal Job Scheduler Application. Uses checklists to determine job schedule setup Monitors the processing of systems backup job(s). Recognize scheduling conflicts, troubleshoot and resolve conflicts in job schedules Assists systems and application development team in problem resolution. Assists print operators with problems. Create incidents against failed/problematic jobs and process requests in the ServiceNow platform Responds to Tier 1 (helpdesk) support calls. Enters call data into the tracking system. Identifies moderately complex ABEND problems and other issues with production and test jobs. Documents known information in problem report. Assesses impact of problem. Follows escalation procedures. Analyzes job processing and recommends opportunities for improvement. Schedules and performs preventive maintenance procedures and simple repairs. Monitors results to ensure that SLAs, as well as other quality metrics, are being met. Monitors execution of the online batch schedule for mainframe and open systems. Assists in development and execution of job schedule-related elements of disaster recovery plan. Assists in the restoration of data and software. Participate in disaster recovery tests. Complies with security procedures. Leads shift turnover meeting to review status of open issues requiring resolution. Communicate effectively and collaborate with different teams simultaneously ensuring job flow runs efficiently. Responsible for maintaining and updating team procedure documentation. Maintains job documentation. Maintains the technical library of computer operations documentation. Participates in and sometimes leads special projects to implement new technologies and services. Miscellaneous Responsibilities: Assist evening shift Help Desk team with answering phone calls and providing basic assistance and/or troubleshooting help.