Production Support, ITIL, Mainframe

Provide L2/L3 mainframe production support for critical business applications, ensuring high availability, stability, and performance.

• Monitor batch jobs and online transactions, proactively identify failures or performance bottlenecks, and drive timely resolution to minimize business impact.

• Perform incident management following ITIL practices: log, triage, analyze, resolve, and document incidents within agreed SLAs and OLAs.

• Conduct root cause analysis (RCA) for recurring or high-impact issues, propose corrective and preventive actions, and track them to closure.

• Handle service requests and problem tickets related to mainframe applications, including configuration updates, data fixes, and minor enhancements.

• Collaborate with development teams to analyze COBOL programs and related components to support defect fixes, performance tuning, and production deployments.

• Support change and release management activities: participate in impact analysis, implementation planning, validations, and post-deployment support.

• Maintain detailed documentation including support runbooks, standard operating procedures, known error databases, and configuration details.

• Participate in on-call/shift rotations to provide 24x7 support coverage as required, including weekend or off-hours support for critical releases and maintenance windows.

• Communicate effectively with stakeholders, providing clear updates on incident status, risks, and resolution plans, and ensuring user expectations are managed.

• Contribute to continuous improvement by identifying automation opportunities, optimizing support processes, and sharing knowledge with the team.