Senior Console Operator

Job Summary

The Associate Console Operator plays a crucial role in monitoring and responding to events on consoles, troubleshooting and resolving mainframe and production control incidents. They are responsible for responding to incoming calls from Information Services (I.S. Help Desk representatives and support teams to assist with resolving incidents and events. This position implements standard procedures and manages incidents in the production environment, maintaining knowledge of critical applications and error recovery procedures. The role also supports daily operational procedures to maintain 24x7 environment service levels, interprets computer generated messages, determines appropriate actions, and follows standard procedures. They implement production system schedule changes to successfully complete and adhere to the change control guidelines. The Associate Console Operator delivers internal and external customer support and interacts with vendors to resolve issues. Traveling in a personal vehicle is not required for this role.

Job Duties

The shift rotates every 4 months between first and second shift (0630 - 1515, 1430 - 2315 EST). No traveling in a personal vehicle is required nor allowed. The Associate Console Operator monitors the production environment for alerts, provides incident support, including communications, trending, and tracking. They document incidents with an appropriate level of detail in the trouble ticketing system and interact with I.S. Teams and Infrastructure Vendors. This role supports troubleshooting and analysis of production incidents and administers and supports basic change control. The Associate Console Operator works under general supervision, following written instructions and established procedures to accomplish assigned tasks. They have routine and regular contact with employees within and outside of the work unit, requiring explanation, discussion, and interpretation, and are customer-oriented.

Job Requirements

A bachelor's degree in computer science or equivalent is preferred. The Associate Console Operator must be well organized and task-oriented, with effective written and verbal communication skills. They should have a beginner's level of proficiency with Zone of Separation Environment (Z/OS), Data Communications, DB2 Data Sharing, and Tivoli. Intermediate level proficiency is required with Transmission Control Protocol/Internet Protocol (TCP/IP), Time Sharing Option (TSO), Multiple Virtual Storage (MVS)/Job Control Language (JCL), Multiple Virtual Storage (MVS)/Virtual Telecommunications Access Method (VTAM), and WebSphere. The role also requires intermediate/advanced technical knowledge of hardware and software, as well as proficiency in Microsoft Office (Word, Excel, Access, and PowerPoint).