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 Current Hires To Foster Skill Development Within The Team.
- 4.
Independently Resolve Support Tickets Within The Agreed Service Level Agreements, Ensuring Timely And Efficient 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