Technology Support II - Mainframe Operations

As a Technology Support Associate within the Infrastructure Platforms group, your role will involve proactively monitoring, performing wellness checks, and observing the status of Mainframe Production and Development environments to meet established business Service Level Agreements (SLAs) and/or Service Level Objectives (SLOs) for internal/external customers. Utilizing Enterprise monitoring and triage tools, you will focus on problem resolution, root cause investigation, second level problem detection and resolution, vendor engagement, maintenance of event/outage logs, and assisting with hardware and software patch/product updates. Your responsibilities will also include analyzing and troubleshooting production application flows to ensure end-to-end application or infrastructure service delivery supporting business operations. Participation in problem management will help improve operational stability and availability, while monitoring production environments for anomalies and addressing issues using standard observability tools will be a key aspect of your role. Furthermore, you will assist in the escalation and communication of issues and solutions to business and technology stakeholders, identify trends, and contribute to incident, problem, and change management in support of full stack technology systems, applications, or infrastructure. Key Responsibilities: - Proactively monitor Mainframe Production and Development environments - Perform wellness checks and observe status - Meet established SLAs and SLOs for internal/external customers - Utilize Enterprise monitoring and triage tools - Focus on problem resolution, root cause investigation, and second level problem detection and resolution - Engage with vendors, maintain event/outage logs, and assist with hardware and software updates - Analyze and troubleshoot production application flows - Support end-to-end application or infrastructure service delivery - Participate in problem management to improve operational stability and availability - Monitor production environments for anomalies and address issues using observability tools - Escalate and communicate issues and solutions to stakeholders - Identify trends and contribute to incident, problem, and change management Qualifications Required: - Formal training or certification on Technology Support concepts - 2+ years of applied experience in troubleshooting IT services - Bachelor's degree in Information Systems discipline or a 3-year technical degree - Hands-on Mainframe System and Batch Operations experience - Strong knowledge of Netcool/Control-M/CA7/Zeke/Mainframe Console - Relevant experience in Mainframe Operations - Knowledge of Mainframe IPL (Initial Program Load) - Familiarity with applications or infrastructure in a large-scale technology environment - Understanding of processes within the Information Technology Infrastructure Library (ITIL) framework Preferred qualifications: - Knowledge of general-purpose programming languages or automation scripting - Experience with hardware break-fixes and basic Storage function knowledge - Exposure to observability and monitoring tools and techniques - Ability to work effectively in a team environment,