Mainframe DB2 Technical Support Analyst

As a Technical Support Analyst, you will typically be the first contact for some products and a backup for others during EMEA hours. Your job function will be dependent on your product knowledge of the case being worked on at that time. You will work with a team consisting of subject matter experts on areas of the products and technology. You will eventually become a subject matter expert on areas of the products and technology.

• Specific Job functions for Technical Support Analysts (IZOT)
• Customer relationship management.
• Daily management of cases that the individual is assisting with.
• Service level management &Workload Management.
• Collecting initial configuration and diagnostic information and further information and diagnostics if necessary.
• Reviewing cases prior to the next level of Technical Support Analysts.
• Ensuring the correct severity level and priority are assigned to the customer query or problem.
• Communicating workarounds and fixes to the customer.
• Verifying that workarounds and fixes are acceptable to the customer and then closing the case.
• Ability to work outside of normal EMEA business hours to support local and international customers will be required on occasion.
• Drive to learn new technology, customer needs, product capabilities and combine those to deliver world class support.
• Ambition to learn and become a subject matter expert on areas of the products and technology.
• Share responsibility of on-call support outside normal business hours.

To ensure youre set up for success, you will bring the following skillset & experience:

• You have 2+ years experience in a Mainframe environment with z/OS Db2 database administration and/or system programming.
• You have prior experience on projects that required a good understanding of the software development life cycle and methodology.
• You are experienced in supporting and troubleshooting production issues,assisting to de-bug issues and production problems and in recreating production issues.
• You have Mainframe software maintenance experience.
• You are familiarity with Mainframe tools, programs, utilities, and tools, i.e. TSO, ISPF, Clist, REXX.