Job description

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

Mainframe Output Management has a global setup with members globally and we operate the Output Management environment for all our Mainframe global customers.

We are in the process of increasing the number of our Output Management resources in order to handle increasing business in our area. The team are working office hours but also have weekly oncall 24/7 on a regular basis. You will become a member of the global team, you will be assigned to various tasks, both run-time and one time supporting shared services for our customers for technical activities related to your expertise. 

Mainframe Output Management is part of the Mainframe area within HCLTech, there are a number of technical teams alongside us in various areas. We are responsible for the streamlining of the mainframe output management, tools, work methods, follow up, guidance and participate in resolutions of Major Incidents in the area. Working with incident and problem solving to provide maximum availability for our Customers and our mission is to give our output management with the highest possible quality.

Together with our customers and technical departments we standardize and optimize our internal and external environments.

Work Location - India, Bangalore

Start Date - Immediate

Job Type - Permanent

Language Dependency - English

Work hours -normal work hours per week and weekly oncall 24/7 on a regular basis.

Responsibilities

Correct batch- and applications abends and having a close contact with technicians all over the world.
Monitoring the ITSM queue and ensuring the tickets are being addressed.
Log Monitoring with proper investigation and well documented mail communication.
Escalate to L3 for if any assistance/remediation is required

Skills : Education and / or Experience

Recommended: Bachelor degree in IT

Professional/Technical Competencies:

Mandatory:

VPS/DRS 
CA-View 
CA-Deliver 
CA-Spool 
Print and archival area as well a big interest in the topic 
How to read manuals and thereby having the interest finding the solutions     
Good knowledge of troubleshooting 
Fluency in English , both orally and in writing

Personal Profile:

Customer oriented, service minded and result driven
Analytic skills and ability to prioritize
Excellent social and interpersonal skills
Goal and result oriented with an open attitude
Continuous personal development
Team player
Positive attitude and high working morale

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

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Other Requirements