Technical Support Engineer - IBM Mainframe (Systems Programming)

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Written by AI from the job title and company, not by Rocket Software, so some details may not match this job. The employer's own page has the real description.

Position Overview

The Technical Support Engineer - IBM Mainframe (Systems Programming) at Rocket Software is responsible for delivering exceptional technical support to our clients, ensuring the optimal performance and functionality of IBM Mainframe systems. This role involves diagnosing and resolving complex technical issues, collaborating with cross-functional teams, and contributing to the development of support processes and documentation. The candidate will play a vital role in enabling customers to leverage Rocket Software solutions effectively while maintaining high standards of service excellence.

Job Responsibilities

• Provide expert technical assistance and support for IBM Mainframe systems programming-related issues.
• Diagnose, troubleshoot, and resolve complex customer inquiries and technical problems promptly.
• Engage in proactive monitoring of customer environments to identify potential issues and implement preventive measures.
• Collaborate with engineering teams to escalate critical issues and work towards resolution.
• Develop and maintain technical documentation and knowledge base articles for recurring issues and solutions.
• Provide training and guidance to junior support staff and clients on system functionalities and best practices.
• Participate in the creation and implementation of support processes and procedures to improve efficiency.
• Stay current with industry trends and emerging technologies related to IBM Mainframe systems.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in technical support or systems programming within IBM Mainframe environments.
• Strong knowledge of Mainframe operating systems, including z/OS, and related tooling.
• Experience with programming languages such as COBOL, JCL, or REXX.
• Ability to analyze and resolve complex technical problems efficiently.
• Excellent verbal and written communication skills to interact with clients and team members effectively.
• Strong customer service orientation with a focus on delivering high-quality support.
• Proficient in using diagnostic and performance-monitoring tools relevant to IBM Mainframe systems.

Technologies & Tools

The Technical Support Engineer will engage with various technologies and tools that are crucial to IBM Mainframe environments. These include but are not limited to z/OS operating systems, VSAM, DFSMS, TSO/ISPF, and performance monitoring tools like IBM Tivoli. The candidate will also utilize support ticketing systems and knowledge management platforms to track issues and document solutions.

Ideal Candidates

Ideal candidates for this position will possess strong analytical skills combined with a methodical approach to problem-solving. They should demonstrate exceptional attention to detail and a commitment to providing top-notch technical support. A good fit will have a proactive mindset with the ability to anticipate customer needs and challenges. Excellent interpersonal skills, a collaborative spirit, and a passion for learning and adapting to new technologies are crucial qualities for success in this role at Rocket Software.