Rocket Software Support Specialist

As a Rocket Software Support Specialist, you'll help support and maintain Rocket Enterprise Server, Enterprise Developer, and Enterprise Analyzer products (formerly Micro Focus) running on AWS Mainframe Modernization (M2). You'll handle day-to-day product support, troubleshooting, and customer issue resolution alongside our infrastructure, application, and operations teams. You'll play a key role in ensuring the stability and ongoing support of these solutions within an established environment.

• Support, maintain, and troubleshoot Rocket Enterprise Server, Enterprise Developer, and Enterprise Analyzer on AWS M2 across production and non-production environments;
• Administer Enterprise Server components, including regions, ESCWA/MFDS, CICS/JES/IMS emulation, batch/JCL, Fileshare/VSAM, and security (ESF/LDAP);
• Diagnose and resolve customer issues by analyzing CTF traces, dumps, console and system logs, using MFSupportinfo, and reproducing reported issues;
• Configure and troubleshoot database connectivity, including XA switch modules, PostgreSQL/Aurora, Db2 LUW/HCO, and SQL Server;
• Partner with vendor support to work cases to resolution and document fixes and procedures with clear written customer communication.

As a Rocket Software Support Specialist, you'll help support and maintain Rocket Enterprise Server, Enterprise Developer, and Enterprise Analyzer products (formerly Micro Focus) running on AWS Mainframe Modernization (M2). You'll handle day-to-day product support, troubleshooting, and customer issue resolution alongside our infrastructure, application, and operations teams. You'll play a key role in ensuring the stability and ongoing support of these solutions within an established environment.

• Support, maintain, and troubleshoot Rocket Enterprise Server, Enterprise Developer, and Enterprise Analyzer on AWS M2 across production and non-production environments;
• Administer Enterprise Server components, including regions, ESCWA/MFDS, CICS/JES/IMS emulation, batch/JCL, Fileshare/VSAM, and security (ESF/LDAP);
• Diagnose and resolve customer issues by analyzing CTF traces, dumps, console and system logs, using MFSupportinfo, and reproducing reported issues;
• Configure and troubleshoot database connectivity, including XA switch modules, PostgreSQL/Aurora, Db2 LUW/HCO, and SQL Server;
• Partner with vendor support to work cases to resolution and document fixes and procedures with clear written customer communication.

• Support, maintain, and troubleshoot Rocket Enterprise Server, Enterprise Developer, and Enterprise Analyzer on AWS M2 across production and non-production environments;
• Administer Enterprise Server components, including regions, ESCWA/MFDS, CICS/JES/IMS emulation, batch/JCL, Fileshare/VSAM, and security (ESF/LDAP);
• Diagnose and resolve customer issues by analyzing CTF traces, dumps, console and system logs, using MFSupportinfo, and reproducing reported issues;
• Configure and troubleshoot database connectivity, including XA switch modules, PostgreSQL/Aurora, Db2 LUW/HCO, and SQL Server;
• Partner with vendor support to work cases to resolution and document fixes and procedures with clear written customer communication.

• 4+ years of hands-on experience supporting Rocket (Micro Focus) Enterprise Server, Enterprise Developer, and Enterprise Analyzer;
• Experience working Rocket support cases and communicating effectively with customers in writing;
• Enterprise Server administration knowledge, including key server components and security features;
• Strong troubleshooting skills, including reading CTF traces, dumps, console/system logs, MFSupportinfo, and problem reproduction;
• Knowledge of database connectivity technologies and components, including PostgreSQL/Aurora, Db2 LUW/HCO, and SQL Server;
• Working knowledge of COBOL/PL/I, JCL, CICS, and VSAM;
• Understanding of AWS M2 environments, AWS services, and Windows/Linux administration, including Power Shell or Bash scripting.

• Experience supporting Micro Focus or Rocket products;
• Enterprise Developer build and compile troubleshooting skills using Eclipse or Visual Studio;
• Knowledge of Auto Pass licensing, as well as Cloud Formation and infrastructure as code (IaC).

• English:
  Proficient

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