IT Production Support Assistant

About the role

The IT Production Support Assistant works under the direction of a team lead or section manager to support production applications running in mainframe and midrange computing environments. This position involves supporting production jobs running in mainframe and mid-range server environments, including job creation and scheduling, job execution, monitoring and troubleshooting of job issues; supporting mainframe COBOL applications using the County's source code storage and compilation tool to promote program packages and members, as requested by application developers; sometimes works in a paired programming environment for knowledge sharing and training purposes; reviewing and submitting procedural documentation, and participating in team presentations to help build team skills expertise; managing incident tickets using a tracking software application to update each incident or request with action taken / resolution; coordinating and / or controlling the operation of the mainframe console, assignment of devices, reply to operator messages, and the operation of input and output devices by executing jobs according to predefined schedules, complying with and enforcing computer operation standards; executing many tasks during the shift in a 24/7/365 full coverage environment.

Responsibilities

• Supports production jobs running in mainframe and mid-range server environments, including job creation and scheduling, job execution, monitoring and troubleshooting of job issues;
• Supports mainframe COBOL applications using the County's source code storage and compilation tool to promote program packages and members, as requested by application developers;
• Sometimes works in a paired programming environment for knowledge sharing and training purposes;
• Reviews and submits procedural documentation, and participates in team presentations to help build team skills expertise;
• Manages incident tickets using a tracking software application to update each incident or request with action taken / resolution;
• Covers the mainframe console, assigns devices, replies to operator messages, and operates input and output devices by executing jobs according to predefined schedules, complying with and enforcing computer operation standards;
• Executes many tasks during the shift in a 24/7/365 full coverage environment.

Requirements

• At least two (2) years of experience in the last five (5) years working with IBM mainframe operations and production control environment including ordering, holding, submitting, cancelling, and monitoring production jobs using the scheduling software application, Control-M.
• Two (2) years of experience in the last five (5) years working in a data center interacting closely with customers and managing incident tickets using a tracking software application like Cherwell service management tool.
• Two (2) years of experience in the last five (5) years working with mainframe software Endevor to move the customer application programs and application source elements such as Job Control Language (JCL), Procedures (PROCS) and Control Statements to Endevor libraries.
• One year of experience operating a commercial high-speed printer, such as a Canon varioPRINT 6220 TITAN MICR, to print large volume jobs.

Qualifications

• A high school diploma or equivalent.

Skills

• Knowledge and experience in customer service;
• Flexibility;
• Interpersonal skills;
• Leverage;
• Organizational awareness;
• Problem solving;
• Excellent communication skills, speaking and writing.

Benefits

This is a 24/7/365 section/team. The schedule may change – day/swing/overnight. This is a hybrid work schedule – telework and onsite. The resource must be told before and consent to this schedule – working overnight and weekends is a high possibility, but advance notice will be provided.