Position Summary
The Mainframe Technical Advisor (MF TA) is the primary Mainframe technical representative for the client, providing leadership on strategy, troubleshooting, and execution. The MF TA is well-versed and knowledgeable around the Client solution and not only takes the lead as a client advocate but also provides representation for Ensono technical teams in client engagements, ensuring at every aspect of the engagement the Client is represented both internally and externally. MF TAs are responsible for promoting open communication with other departments, while demonstrating sound judgment necessary to performing all duties. MF TAs will use communication as well as analytical and problem-solving skills to help identify, communicate, and resolve issues as well as make improvements to optimize our clients' infrastructure.
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The Mainframe Technical Advisor team is responsible for maintaining and enhancing the service we deliver to our clients by effectively:
- Building strong client relationships by becoming a key point of contact for clients
- Participating in proactive and reactive problem management, particularly for systemic issues, in order to help reduce the number of repeat issues; ensure knowledge sharing amongst the MF TA team and across other relevant MF teams as needed
- Working with internal departments to mitigate client concerns and help facilitate cross-team communication and coordination, especially for large, complex projects and implementations
- Utilizing thought leadership to provide insights, recommendations & guidance to promote operational excellence
Key Areas of Focus for this Role
- Collaborate with the Service Delivery Manager to identify and capture MF operational trends, risks, insights, and improvements, and develop appropriate action/mitigation plans.
- Collaborate with Capacity Management team to review data and trends, as well as develop action plans for performance improvement, optimization, scalability, operational excellence, etc.
- Collaborate with Solution Architects to review and validate feasibility of offerings (both for potential and existing clients); also make solution recommendations.
- Develop a deep understanding of clients' business/technology needs; work with client and internal teams to develop/maintain a Technology Roadmap (for HW & SW) and identify opportunities for cost reduction.
- Develop a holistic understanding of client's environment and Ensono support model.
- Assist in the development and execution of service improvement plans.
- Interface between Ensono teams and client stakeholders to identify and bring efficiencies, thought leadership and process improvements to the client environment.
- Participate in Major Incidents, particularly as an escalation point for significantly "visible" and/or prolonged outages.
- Participate in monthly/quarterly service review meetings with Client as required to review insights, recommendations, projects (current & future) and sharing of best practices.
- Participate in Business Continuity/Disaster Recovery activities.
- Participate in Knowledge Transfer activities for new client on-boarding activities to transition support to BAU MF teams.
- Participate/Lead mentorship & knowledge sharing activities with BAU MF teams.
What the Ideal Candidate Brings to this Role
Required Qualifications help to assure new Associates are set up for success in their role with Ensono. To be considered for this career opportunity, it is important that you meet all Required Qualifications. Candidates that may meet some, but not all, Other Qualifications are still encouraged to apply.
Required Qualifications
- Minimum of 10 years of experience within a zOS environment with a bachelor's degree. Relevant work experience will be considered in place of a bachelor's degree.
- 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
- Proficiency in interacting with SW and HW vendors.
- 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
- Strong problem solving and analytical skills with knowledge of problem analysis
- Must be self-motivated and able to manage multiple projects simultaneously.
- Willingness to take ownership of issues and progress to resolution
- Ability to host meetings and conference calls.
Preferred Qualifications
- Experience of working within a managed services environment is advantageous.
- 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.
- Experience within a large-scale 24×7 production environment
- ITIL certification desirable
Why Ensono?
Ensono is a place we unleash Associates to Do Great Things - for our clients and for your career. This could mean achieving a professional goal, collaborating with your team on an innovative idea, learning a new skill, reaching a wellness milestone, or engaging in your community through volunteer programs. Whatever it means to you, we want Ensono to be the place where you can do great things.
- We value flexibility and work-life balance. Positions that are not required to be onsite to support a client may offer the ability to work remotely or hybrid at an Ensono office location.
- Unlimited Paid Day Off (PDO) Plan
- Two robust health plan options through Blue Cross Blue Shield
- 401(k) with a generous company match
- Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
- Depending on location, ability to take advantage of fitness centers
- Wellness program
- Flexible work schedule
Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.
Pay transparency nondiscrimination statement/posting OFCCP's pay transparency policy can be found on OFCCP's website.
If you need accommodation at any point during the application or interview process, please let your recruiter know or email [email protected].
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