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About this role
Role overview This position delivers premium software support and services for mainframe clients running CICS Transaction Server on the z/OS platform. The work covers customer service orders, OEM product installations, performance monitoring, and participation in disaster recovery and migration projects. It is a hands-on technical role with on-call, overtime, and weekend expectations across multiple time zones.
Responsibilities - Fulfill customer service orders for z/OS clients in a timely manner for CICS TS and related OEM software products - Provide primary support for reported problems involving CICS TS and OEM software - Install OEM software products following best practices and internal standards for productivity and scalability - Coordinate with other functional teams to prepare customer partitions for annual operating system upgrades - Support customer migration projects and assist project managers in resolving technical hurdles - Execute disaster recovery tasks jointly with the Disaster Recovery Services team - Follow ITSM change control procedures for vendor fixes, upgrades, and enhancements
Requirements - Bachelor's degree or equivalent work experience - Five or more years on the zSeries mainframe platform, including hands-on installation and maintenance of CICS TS and OEM products - Thorough working knowledge of CICS TS capabilities, configuration, and tailoring - Strong experience with IBM's SMP/E - Familiarity with tools used to monitor CICS TS region performance - Self-motivated, able to multitask, and perform under short deadlines and high pressure - Excellent written, verbal, and presentation communication skills
Nice to have - Ability to work independently or as part of a team in a client-facing environment - Willingness to support 24x7x365 operations across multiple time zones