FUNCTIONAL ROLE & RESPONSIBILITIES:
• In this role, you will be responsible for day to day 24/7 technical support in a follow the sun model in cooperation with team members located in Dallas/Warsaw/CostaRica.
• You and the team work closely with the major incident function and Command Center Management team to provide frequent status updates regarding technical issues and the status of the remediation efforts. It will require from you to frequently demonstrate team and leadership skills, including leading the technical calls
• You will collaborate with automation & system architect’s teams in order to improve service quality and increase a positive client experience.
• On a daily basis, you will cooperate with Mainframe Oversight function to ensure consistent support model to meet Governance requirements.
• Effective and timely execution of your assignments, as well as correct event/incident management will be key to your success.
• Drive initiatives to the successful completion as well as have creativity for optimizing and improve services.
• Resolution of technical issues
• Root Cause Analysis, as we challenge ourselves to find the right answers
• Role requires flexible schedule with up to 12hours shifts and possible night hours
QUALIFICATIONS:
• Excellent oral and written skills in English is a must, Spanish will be a plus
• 5+ years of professional experience in a global/multi-national organization is helpful
• 5+ year of enterprise mainframe operations or mainframe system programming experience is required
• 2+ year of experience in supervisor/shift lead/technical lead role is required
• Specialist knowledge of at least one of products: DB2, CICS, VTAM/TCPIP, WebSphere
• Expertise in IBM Z systems architecture
• Desire to contribute towards continual growth and self-improvement including year-over-year progression in development plans and technical proficiencies
• Ability to work effectively with virtual and remote teams
• Unquestionable ethics, personal integrity, and an understanding of implications of decisions and client confidentiality
• Ability to efficiently plan and organize own workload
• Dedication to quality, attention to detail, and continuous improvement
• Confirmed communication and engagement skills during highly visible and critical issues with impact to business
WE OFFER:
This role will give you an opportunity to gain competencies in project & change management. You will work with L1 & L3 support teams to ensure a successful partnership. Working with our partners will allow us to achieve expertise in mainframe technology and models for Level-2 Infrastructure Support based on ITIL and Lean.
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