Reporting to the Mainframe Operations Run organization, you will be part of the Technical Advisor team. As a Technical Advisor you will be the Mainframe point of contact and lead technical resource for the client; provide leadership on troubleshooting and execution. You will be responsible for promoting open communication with other departments, while demonstrating sound judgment necessary in performing all the duties of as a technical advisor.
Using your proven communication, analytical, and problem-solving skills you will help identify, communicate, and resolve issues to optimize our clients’ infrastructure.
The Technical Advisor team is responsible for maintaining and enhancing the service we deliver to our clients by effectively:
Managing client communication
Conducting proactive and reactive problem management
Reducing the number of repeat issues through root cause analysis
Building strong client relationships by becoming a point of contact for clients
Working with internal departments to mitigate client concerns
Partners with the Technical Delivery Manager to identify and capture MF operational risks, insights, and improvements.
Assists in the development and execution of improvement plans.
Partners with Solution Architects to review and validate a solution’s feasibility; also makes solution recommendations.
Enhance Change Order Execution for Optimize and Run teams
Coordinate and Communicate SW and HW Technology roads to the client stakeholders
Coordinate and communication RCA to client stakeholders
Interface between Ensono teams and client stakeholders to identify and bring efficiencies, thought leadership and process improvements to the client environment.
Travel requirements based on client and Ensono needs.
Will participate in Knowledge Transfer activities for new client on-boarding activities to transition support to BAU MF teams.
Proficiency in interacting with SW and HW vendors.
Familiarity with mainframe functional areas such as TCP/IP, VTAM, SNA, SFTP, Session Manager tools, and Disaster Recovery concepts. Technical implementation skills required for Communications Server and related ISV software products on the z/OS platform.
Deep understanding of MF HW and SW infrastructure.
Proficient in Microsoft suite (Excel, Word, Powerpoint) to a level of creating documents which can be shared with clients.
Exceptional interpersonal, verbal and written communication skills
Customer Service skills at management level
Experience establishing and documenting processes and procedures
Strong collaboration and teamwork skills
Understand a large-scale 24×7 production environment
Strong problem solving and analytical skills with knowledge of problem analysis
Must be self-motivated and able to manage multiple projects simultaneously.
ITIL certification desirable
Willingness to take ownership of issues and progress to resolution
Ability to host meetings and conference calls.
Minimum of 10 years of experience within a zOS environment
Technical knowledge across multiple Mainframe teams
Knowledge of DR planning and execution
Experience with client facing and Service Delivery communication acumen.
Experience with on-boarding new clients in a managed service
Experience of working within a managed services environment is advantageous.