Production Support Engineer

Technology Services | Production Services Technical Production Support II

Oaks, PA

The Corporate Information Technology Team delivers unified communication and desktop technologies to the global SEI workforce utilizing infrastructure design, systems engineering, support and project management.

• Production workload management using mainframe and cross-platform scheduling and performance management tools
• Consistently meet daily and end-of-month client service delivery goals and expectations for product uptimes, transmission deadlines, and statement deadlines
• Maximize batch throughput for end-of-month processing periods for intra-day, nightwork and statement processing
• Respond to automated event problem tickets and log, when required, production exceptions
• Respond to alert messages concerning deadlines and exceptions
• Follow process and procedures to manage exceptions
• Log and communicate production and workload exceptions, special events, and other relevant information to day shift personnel
• Monitor DASD storage thresholds for SYSDA, DISK
  80, SRD and DRS storage pools and take remedial actions
• Participate in daily production status meetings

• Monitor scheduling system exception events for detection and follow‑up
• Monitor production automation exception events for detection and follow‑up to include e‑mail notifications
• Diagnose and prioritize incidents to include abends and Connect:
  
  Direct node and process failures
• Perform impact assessment
• Provide and/or implement resolution and recovery procedures for production exceptions and abends
• Ensure data integrity as part of corrective‑action
• Triage, elevate and track issues, as necessary
• Generate and distribute summary reports
• Interpret and communicate negative trends
• Participate in virtual teams for root cause analysis
• Make recommendations and execute on process improvements

• Support for coordination and execution of enterprise change control activities within the production environment
• Support for project activities for Project Management Office including client new starts, acquisitions, merges and deconversions
• Create daily production plans for night time and weekend execution

• Process all requests for changes to production processing environment for one‑time changes to production schedule with regard to special handling of problems and execution instructions
• Answer Production Support team lines for service and problem requests
• Support for production processes and internal operating procedures and documentation
• Perform database setup requests to include database restores and job reruns

• Participate in planning and execution of special events, such as Disaster Recovery tests, hardware and software releases

• BA/BS degree in related field; or the equivalent in education and work experience
• A minimum of 5 years of experience in related field
• Proficiency with JCL, ISPF, IBM utilities, VSAM, File‑Aid and Connect:
  
  Direct
• Familiarity with Service Now
• PC literacy in Microsoft Office product suite
• Proficiency with CA‑Scheduler or similar automated scheduling system
• Understanding IBM System Automation for z/OS performance monitoring tools, desired
• An understanding of ITIL (Information Technology Infrastructure Library) best practices
• Effective client service and phone skills
• Project management skills, problem solving skills and effective documentation skills

• Attention to detail and quality performance
• Intellectual curiosity and desire to learn and apply knowledge – take instruction from others
• Time management, organizational and analytical skills
• Interpersonal and communications skills and ability to relate to others in a team…