NOTE: This position may be filled as 1st shift, 2nd shift or 3rd shift
The role of the Command Center Specialist is to (with minimal supervision) observe and control the company's mainframe & distributed computer systems which includes data processing, operating runs, and batch program jobs. The Command Center Specialist is also required to monitor and respond to alarms generated through enterprise monitoring tools, networks, and peripheral equipment for the purpose of uninterrupted service by providing rapid restoration. This includes monitoring system consoles for error indicators, error messages, failures, and peripheral malfunctions.
The Command Center Specialist will apply proven analytical and problem-solving skills to identify, diagnose riage, troubleshoot and escalate all Priority 1 and Priority 2 issues to achieve system, application, or network recovery. The Command Center Specialist is one of the owners of incident management and is responsible for assisting and providing support in the rapid restoration of BCBST services. In addition, this position is responsible for documenting procedures and job aids, and training new Enterprise Command Center staff.
Job Duties & Responsibilities
Use workload automation tools to ensure timely completion of daily batch processes.
Analyze, diagnose, and resolve system errors, malfunctions, mis-configurations, and job stoppages to maintain services, enhance capabilities, and prevent system outages.
Review and modify JCL code changes as requested.
Process output produced from nightly batch.
Create GDG's (Generation Data Groups)/ setup, run, and verify program moves
Rename, catalog, and un-catalog data sets on tapes and disk.
Maintain system and application availability by using Enterprise Monitoring tools to identify production and potential production issues and respond appropriately.
Monitor Change Management activities to ensure awareness of scheduled work as it relates to the production environments and place systems in maintenance mode during change activities.
Respond to events and alerts from monitoring tools in a timely manner to:
Perform first-level triage of events, such as running scripts to restart system processes and services,
Open tickets using Trouble Ticketing systems,
Escalate events to 2
Level support teams,
Communicate events to executive management and business units, and provide status updates until the event is resolved.
Answer telephone calls to assist users encountering problems and other service desk issues.
Analyze information and evaluate results to choose the best solution to solve problems.
Maintain and develop required technical skills to keep abreast of the rapidly changing IT environment.
Develop specific goals and plans to prioritize, organize, and accomplish your work.
Provide information to supervisors, management, and co-workers both verbally and written.
Able to work overtime or adjusted work schedules
Additional duties as assigned
Bachelors Degree/Technical Certification in Computer Science or related field or equivalent years of experience preferred. (Equivalent years of experience are defined as one year of technical experience for each year of college requested.)
Minimum 2 years work related I/T experience in an Enterprise Data Center, Command Center, PC support and/or Service/Help Desk support required.
Working knowledge of mainframe processes and workload automation tools, enterprise monitoring tools, trouble ticketing systems, Windows Operating Systems, and Unix operating systems (AIX, Solaris, or HPUX).
Technical experience including knowledge and proven understanding of Information Technology Infrastructure Library (ITIL) desired.
Workload Automation tools, incident ticketing systems, networking, TSO, ISPF, SDSF, CICS, IMS, On Demand, TCP/IP, Windows operating systems, Unix based systems desired.
Working knowledge of MS Office suite (Word, Excel, PowerPoint, Access, and Outlook) desired.
Exceptional written and verbal communication skills required.
Must have strong problem solving and analytical skills required.
Must be able to work in a highly stressful environment and be able to defuse agitated situations while remaining calm and professional.
Must be able to work flexible shifts in a 24x7x365 work environment, including mandatory rotating weekend, holiday, and overtime assignments.