Customer Service Center(CSC) Production Control Agent/Lead(2nd Shift)

The Role

The primary responsibility is to oversee production control within a call center environment, focusing on mainframe operations and batch processing monitoring.

Responsibilities

• Answering and addressing incoming telephone calls from public/citizen requests to the Customer Service Center (CSC)
• Engaging with other client agency help desks and users
• Assisting callers in resolving issues related to user device connections into the state network/resources
• Assisting callers in resetting user passwords
• Handling low impact incidents and following escalation procedures for high-impact events to second level support
• Interacting with client agency application programmers and support as needed
• Tracking, analyzing, and managing automated data tasks (batch jobs) using tools like Jobtrac and Automic
• Maintaining the health of hardware, operating systems, and services through systems console operations

Requirements

• Strong call center/service desk and people skills
• Mainframe skills with a focus on batch monitoring
• Experience with TSO and knowledge of scheduling tools such as Jobtrac and Automic
• Ability to monitor and manage mainframe system commands, including z/OS and JES2 commands

Qualifications

• Experience in a similar role is preferred
• Technical proficiency in mainframe operations and batch processing monitoring
• Excellent communication and problem-solving skills

Skills

• Mainframe Production Control
• Mainframe Operations Experience (Batch Processing Monitoring or Systems Console Operations)
• Knowledge of Scheduling Tools (Jobtrac and Automic)
• Ability to Monitor Hardware, Operating Systems, and Services
• Proficiency in z/OS and JES2 Commands

Pay

Not specified

Schedule

Second Shift (Tuesday – Saturday), 03:15 - 11:15 (if working alone), 03:15 - 11:45 (if teamed then takes 30 min break)