We are seeking a Mainframe Production Support Specialist to join a technology team supporting critical payment and client connectivity services.
This is a hands-on production support role focused on maintaining service stability, troubleshooting incidents, coordinating technical recovery, and supporting ongoing operational improvements. The role is approximately 70% L2 support and 30% L3 support, with a strong emphasis on traditional mainframe technologies.
Key Responsibilities
Production Support & Incident Management
- Provide technical production support and respond to system and service-related issues.
- Investigate incidents and identify immediate solutions or mitigations to restore services quickly.
- Troubleshoot issues across mainframe applications, infrastructure, scheduling, and connected systems.
- Work alongside the Incident Manager and coordinate with technical teams during major incidents.
- Communicate technical findings, service impact, recovery progress, and action plans to relevant stakeholders.
- Escalate critical issues appropriately and support incidents through to resolution.
Problem Management & Continuous Improvement
- Participate in post-incident reviews and root-cause analysis.
- Identify recurring production issues and recommend improvements.
- Create and maintain knowledge articles, runbooks, and operational documentation.
- Help improve service stability and reduce incident resolution times.
Change & Release Support
- Participate in change and release activities while following established policies and control requirements.
- Support activities such as role swaps, disaster recovery testing, patching, and system evergreening.
- Identify and communicate potential risks during change planning and implementation.
Operational Support
- Work effectively in a global, virtual team environment.
- Support changing priorities and multiple technical issues simultaneously.
- Provide support outside standard business hours when required.
- Participate in a weekend support rotation approximately once every 4 weeks.
Required Qualifications
- 10+ years of overall IT experience, with strong production support experience.
- Strong hands-on experience with mainframe technologies.
- Experience supporting production environments and resolving technical incidents.
- Strong knowledge of:
- COBOL
- CICS
- DB2
- MQ
- TWS
- SPUFI
- Experience with incident, problem, change, and release management processes.
- Experience with disaster recovery practices.
- Strong troubleshooting and problem-solving skills.
- Experience working with APIs and mainframe technologies.
- Strong communication skills and the ability to collaborate with technical teams across multiple regions.
- Ability to work flexible schedules, including weekend rotation and occasional support outside standard hours.
- Familiarity with AI tools such as Microsoft Copilot and/or Claude.
Nice to Have
- Experience in banking, particularly corporate banking or payments.
- Knowledge of banking payment systems.
- Experience with:
- SQL
- Java/J2EE
- Unix
- Oracle
- MQ
- WebSphere
- Experience with monitoring and observability tools such as:
- AppDynamics
- Splunk
- Geneos
- Network knowledge.
- ITIL accreditation.
