Production Support Technician Senior

Job Description

Maintains scheduling system and new/improved work procedures for processing environment. Monitors applications, systems and hardware in a processing environment for abnormal processing conditions. Researches and resolves user problems as well as issues and problems with software systems, operations processing and assigned processing environments. Makes effective use of tools and resources, such as DDF, BBI, Control, TSO/ISPF, OMEGAMON, Netstat, Connex, Netview, PCS, MICALL, etc. to solve the problem. Makes effective use of tools and resources, such as ITO Message Browser, TSO/ISPF, Whats UP Gold, Glance Plus, Voiceplan, ECS/Control, Networker, ADSM, pcANYWHERE, ACSLS, etc. to solve open systems production or system problems. Utilizes manuals, write-ups and other tools as an aid in solving problems. Contacts others who are experienced in the area for problem solution ideas. Contributes to the body of knowledge by adding solutions and other information that would be useful to others. Follows escalation procedures when appropriate to resolve processing problems and user problems in a timely manner and meet service levels and other standards for the job. Coordinates testing of applications, systems, processes and procedures, hardware and/or software changes. Analyzes and implements changes or additions to software systems and operations procedures. Trains internal customers (employees) on changes, new systems or new procedures. May identify new tools, technology or processes that improve overall processing environment or processing efficiency. Assists in defining external and internal customer problems and needs. Discusses expectations with customers. May explain solutions directly to customers where appropriate. Maintains operations support disaster recovery/business continuity plans for assigned processing environments. Coordinates and conducts disaster recovery testing as required, documents test results and documents modifications required for future testing. Typically supports production environments but may support only non-production environments. Completes project assignments and special projects commensurate with job expectations. Other related duties assigned as needed.EDUCATION REQUIREMENTSHigh school diploma or GEDGENERAL KNOWLEDGE, SKILLS & ABILITIES Knowledge of company software products Knowledge of mainframe and/or open systems operating systems Ability to effectively use production control tools and resources for mainframe and/or open system processing environments Excellent customer service skills that build high levels of customer satisfaction for internal and external customers Excellent verbal and written communication skills to technical and non-technical audiences of various levels of the organization or that of clients, e.g., executive, management, individual contributors Willingly shares relevant technical and/or industry knowledge and expertise to other resources Excellent problem-solving, team and time management skills Is resourceful and proactive in gathering information and sharing ideasFIS JOB LEVEL DESCRIPTIONCareer professional role. Highly-skilled with extensive proficiency. Develops large and/or complex solutions that require some analysis and research. Works on multiple projects as a project leader or frequently as the subject matter expert. Works on projects/issues of medium to high complexity that require demonstrated knowledge across multiple technical processing environments and in-depth systems knowledge in at least one business area. Coaches and mentors junior production/operations support staff. Works under minimal supervision on complex projects. Moderate latitude for independent judgment within the context of affected stakeholders. Typically requires six or more years of production/operations support or computer operations experience.,

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