Technology Support II - Mainframe Operations

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support Associate within our Infrastructure Platforms group, you will be a member of our highly technical production support team, who pro-actively monitors, performs wellness checks and observes the status of Mainframe Production and Development environments. You will be focused on the daily goal of meeting established business Service Level Agreements (SLAs) and/or Service Level Objectives (SLOs) for the bank’s internal/external customers, through the utilization of the Enterprise monitoring and triage tools provided, with emphasis on problem resolution, root cause investigation, providing second level problem detection, determination and resolution function, vendor engagement, maintenance of event/outage logs and assistance with hardware and software patch/product updates.

Job responsibilities

• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
• Improve operational stability and availability through participation in problem management
• Monitor production environments for anomalies and address issues utilizing standard observability tools
• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders
• Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure
• Has the ability to follow policies and procedures, attention to detail.
• Demonstrated strong problem-solving skills and decision-making ability around complex problems.
• Ability to think creatively to deliver solutions through continuous improvement.

Required qualifications, capabilities, and skills

• Formal training or certification on Technology Support concepts and 2+ years applied experience
• Hands on experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Bachelor's degree in Information Systems discipline or 3 year technical degree.
• Hands on Mainframe System and Batch Operations experience.
• Demostrates strong knowledge on Netcool/Control-M/CA7/ Zeke / Mainframe Console .
• Relevant experience in Mainframe Operations.
• Knowledge on Mainframe IPL (Initial Program Load).
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

• Knowledge of one or more general purpose programming languages or automation scripting
• Hardware Breakfixes and basic knowledge on Storage function will be an advantage.
• Exposure to observability and monitoring tools and techniques
• Work well in a team environment