Production Support, ITIL, Mainframe

Key Responsibilities:
1. Provide end-to-end production support for Mainframe-based applications, ensuring adherence to SLAs and high system availability.
2. Monitor production jobs, batch processes, and online transactions; proactively identify performance or stability issues and take corrective actions.
3. Manage incidents, problems, and service requests in line with ITIL processes, including logging, classification, prioritization, and timely resolution.
4. Perform root cause analysis for recurring incidents, document findings, and implement permanent fixes or workarounds in coordination with development teams.
5. Coordinate and support planned releases, deployments, and maintenance activities on Mainframe environments, minimizing business impact.
6. Create and maintain runbooks, standard operating procedures, and knowledge base articles to improve support efficiency and consistency.
7. Collaborate with cross-functional teams (development, infrastructure, QA, business users) to troubleshoot complex issues and drive service improvements.
8. Participate in change management activities, including impact analysis, risk assessment, and post-implementation review, following ITIL best practices.
9. Analyze production trends, incident patterns, and system metrics to recommend performance tuning and capacity planning actions.
10. Provide on-call support as required, including handling high-priority incidents and communicating status updates to stakeholders.
11. Contribute to automation of repetitive support tasks and monitoring activities to reduce manual effort and improve response times.
12. Ensure compliance with organizational standards, security guidelines, and audit requirements for production environments.

* Knowledge of design principles and fundamentals of architecture
* Understanding of performance engineering
* Knowledge of quality processes and estimation techniques
* Basic understanding of project domain
* Ability to translate functional / nonfunctional requirements to systems requirements
* Ability to design and code complex programs
* Ability to write test cases and scenarios based on the specifications
* Good understanding of SDLC and agile methodologies
* Awareness of latest technologies and trends
* Logical thinking and problem solving skills along with an ability to collaborate

* Primary skills:Process->Service Management->ITIL,Technology->Mainframe Technologies->Mainframe Technologies- ALL