Overview:

A Mainframe Senior Software Support Engineer provides support for Precisely IBM Z products and is responsible for solving complex issues and developing unique solutions to make our customers successful. Our customers depend on our highly skilled technical engineers in our customer support group to help drive their success. Strong problem-solving skills, communication, and the ability to develop creative solutions are a must.

What you will do:

• Receive telephone calls and emails from English-speaking customers/partners concerning technical issues. Open Support cases for each call and update cases in the call tracking system on a consistent basis.
• Take ownership of customer/partner inquiries and gather and analyze appropriate diagnostic information. Follow up consistently with customers/partners as promised/agreed upon and subject to published service level agreements (SLAs).
• Escalate internally when necessary and follow through on all commitments. Understand the Severity of the issue and follow the internal escalation paths in a timely manner. Provide escalation assistance.
• Keep customers/partners informed of how and when problems are resolved within the severity levels time frame, always communicating in a professional manner both verbally and in written form.
• Assist internal resources such as pre-sales or services engineers during product demonstrations, installations, machine upgrades and product upgrades remotely over the telephone and via E-mail.
• Interface with development staff to test and resolve customer/partner issues. Interface with Product Management for enhancements request.
• Compose FAQ’s, document solutions, and knowledge base items. Review of knowledge base documentation prior to publication.

What we are looking for:

• Storage Management Skills:
• VSAM (Virtual Storage Access Method) – Managing structured file storage
• DFSMS (Data Facility Storage Management Subsystem) – Automating storage management
• DFSMShsm & DFSMSrmm – Handling hierarchical storage and tape management
• ICKDSF – Disk storage formatting and maintenance
• SDSF (System Display and Search Facility)– Monitoring storage activity
• Assembly Language Skills:
• IBM Assembler (HLASM)– Writing low-level mainframe programs
• Registers & Memory Management– Understanding CPU registers and memory allocation
• Macro Instructions– Using predefined assembly macros for efficiency
• Debugging & Optimization– Identifying and fixing assembly code errors
• I/O Operations– Handling data movement between storage and processing units
• Working knowledge of major z/OS ecosystem and subsystem components - JES, WLM, DB2, CICS, RACF, SMF, SMP/E, VSAM, IMS and USS.
• Proficient in use of systems tools and utilities – JCL, IDCAMS.
• Strong debugging and problem-solving skills, with experience with IPCS and reading system dumps.
• Good to Have:
• Understanding software design principles, software development lifecycle, system design, networking architecture, and database systems and concepts.
• Knowledge and experience with the following are a plus –
• Syncsort Mainframe products such as MFX, Ironstream, Zen, EZ-DB2
• DTS Mainframe Storage Management Software
• z/OS Sorting, batch processing, security, or metric collection.
• Working knowledge of other OS platforms such as IBM iSeries (AS/400), Linux, Unix, Windows
• IBM z Certification.
• MS will be added advantage

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