Key Responsibilities
- Platform Operations Management: Manage day-to-day operations of technology platforms including MS SQL Server, Oracle, and Unix. Identify potential production issues and create incident, enhancement, and problem tickets in the ticket tracking system.
- Incident Management: Communicate effectively with development and internal business operations teams regarding incident resolution and enhancements.
- Production Support: Provide front-line technical support to end users in relation to incident/problem management, release/deployment, and operational readiness.
- Monitoring & Triage: Utilize monitoring and scheduling tools to oversee production support roles (L1/L2/L3) and perform real-time restoration and triaging of issues impacting services.
- Collaboration: Work closely with Technology Infrastructure and Development Testing Teams to support integrated/independent releases, software/hardware upgrades, and server upgrades.
- Performance Metrics: Ensure production and performance SLAs are met, escalating issues as necessary. Maintain metrics to identify vulnerabilities and areas for improvement.
- Process Improvement: Create and enhance operational and technical policies, adopting best practices and standards. Lead initiatives to automate processes and improve service delivery.
- Escalation Point: Serve as a point of escalation between client/business areas and internal management for moderately complex unresolved problems and service requests.
- On-call Support: Participate in on-call rotation for off-hours and weekend support as required.
Key Requirements
- Experience: Minimum of 5 years of hands-on experience as a COBOL developer, including proficiency in COBOL, JCL, VSAM, DB2, CICS, MQ Series, and Easytrieve.
- Technical Skills: Strong experience with Endeavor and IBM problem determination tools such as File Manager and Fault Analyzer. Solid background in production support within Unix and SQL environments.
- Desired Skills: Exposure to IMS DB/DC, REXX, and experience in the banking or financial industry.
- IT Knowledge: Proven knowledge in Java/J2EE (Core Java, JDBC, EJB, Java Web Services) and server-side technologies (SOAP/RESTful services, XML/XSLT). Familiarity with middleware components like Message Broker and IBM Websphere MQ.
- Database Expertise: Experience with Oracle, DB2, and PL/SQL query performance tuning.
- Analytical Skills: Strong troubleshooting, analysis, and root cause analysis capabilities with advanced query and programming skills.
- Communication: Excellent written and verbal communication skills in English, with the ability to communicate effectively across all business lines and management.
- Flexibility & Credibility: Demonstrated ability to navigate ambiguity, establish credibility among technical peers, and suggest actionable ideas for enhancing customer experience.
- Operational Understanding: Knowledge of event-driven and schedule-driven batch processes, alongside the ability to assess severity and impact, engaging necessary teams for timely resolution.
