AS400 Level 1 Support

Provide first-level support by creating, logging, and classifying tickets for reported issues.

Perform basic troubleshooting for AS400 and JDA MMS, including password resets, access issues, and basic queries.

Monitor system alerts and logs to identify issues such as failed jobs or performance slowdowns and rerun failed jobs as per Standard Operating Procedures (SOP).

Escalate unresolved or complex issues to L2 or L3 support based on established protocols.

Communicate updates to users on ticket status and estimated resolution timelines.

Document recurring issues and resolutions to contribute to the knowledge base.

Collaborate with users to gather detailed information about incidents before escalation.

Monitor AS400 system performance, including disk space and message queues, addressing system alerts as needed.

Perform scheduled backups and restores as per operational procedures.

Manage user profiles on AS400, including creating, modifying, and deleting accounts.

Ensure compliance with defined SLAs and provide prompt responses to user queries.

Maintain excellent communication skills to interact effectively with users and internal teams.

Prior experience in providing production support to US-based customers is highly desired.

Be flexible to participate in on-call support during weekends and outside regular hours as required.

Identify recurring problems and recommend improvements to reduce system downtimes and improve performance.