Skills: Mainframe Automation, Message Automation Tools, Analytical Skills, Problem-Solving Skills, Ticketing Systems, IT Service Management Best Practices, IBM Certified Administrator - Mainframe, ITIL Foundation Certification
Job Summary
The Mainframe Support Administrator plays a critical role in ensuring smooth operations by independently resolving support tickets and conducting root cause analysis. This position is vital for maintaining high customer satisfaction through effective on-call support and adherence to quality standards.
Key Responsibilities
1. Provide Technical Support For Mainframe Automation Incidents By Analyzing And Troubleshooting Issues, Ensuring Compliance With Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis On Escalated Issues In Message Automation To Identify And Implement Corrective Actions, Enhancing System Reliability.
3. Develop And Maintain A Knowledge Base By Documenting Solutions And Updates,
And Conduct Training Sessions For New Hires To Foster Skill Development Within The Team.
4. Independently Resolve Support Tickets Within The Agreed Service Level Agreements, Ensuring Timely And Productive Resolution To Meet Customer Expectations.
5. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution Rates And Minimizing Reopened Cases Through Effective Issue Resolution Strategies.
Skill Requirements
1. Proficient In Mainframe Automation And Message Automation Tools.
2. Strong Analytical And Problem-Solving Skills With A Solid Understanding Of Ticketing Systems.
3. Familiarity With It Service Management Best Practices.
4. Good Communication Skills To Facilitate Knowledge Transfer And Customer Interactions.
Other Requirements
1. Optional But Valuable Certifications: Ibm Certified Administrator – Mainframe Or Itil Foundation Certification