About this role
About the Role The Senior Mainframe Support Engineer is responsible for delivering operational services to outsourcing accounts on time, on target with quality. The main goal is to minimize the amount of unplanned downtime in the customer's production environment and to achieve a high level of customer satisfaction. He/she works in close relationship with other teams and is under direct supervision by the team management. What You'll Do
- Collaborate closely with the Team Technology Lead, Account Support Team, and other support teams to ensure effective service delivery.
- Maintain a deep understanding of the customer's business, environment, and support processes.
- Follow ITIL standards for incident management; proactively address service issues.
- Document and maintain technical documentation; ensure compliance with internal standards.
- Participate in quality and productivity projects; ensure process compliance.
- Provide technical consultation, training, and lead workshops; keep up with mandatory training requirements.
- Conduct deep-level troubleshooting, participate in root cause analysis, and manage problem lifecycles.
- Implement and plan changes; participate in advisory boards; maintain the Configuration Management Database (CMDB).
- Manage technical projects related to the responsible platform/technology. What We're Looking For
- Primary requirement: CICS expertise.
- Minimum of 5+ years hands-on Mainframe knowledge.
- Degree/Diploma in Computer Science, Computer Engineering, Electrical Engineering, or Management Information Systems.
- Preferably 10+ years of experience within IT Operations, infrastructure services support.
- Excellent understanding of ITSM/ITIL processes.
- Fluent in English.