Technical Customer Support Senior Analyst (Mainframe Operations)
Remote · Bloomfield, Connecticut, United States
Job Summary
Technical Customer Support Senior Analyst (Mainframe Operations) responsible for monitoring the mainframe environment in real time, resolving abends and batch failures, performing IPLs/PORs, managing incidents and leading incident bridge calls, creating SOPs/runbooks, mentoring junior staff, and partnering with engineering/vendor teams to improve monitoring and system reliability. Requires strong mainframe skills (MVS/JES/CICS/DB2/VTAM), experience with JCL/NDM/FTP, and hands-on scheduling tool expertise (ESP, CA7, Robot, UC4); ability to drive rapid incident resolution, document procedures, and collaborate across teams in a fast-paced environment.
Required Qualifications
- 5+ years of IT experience in IBM Mainframe Operations
- Hands-on experience with mainframe scheduling tools (e.g., ESP, CA7, Robot, UC4)
- Strong working knowledge of MVS, JES, CICS, DB2, and VTAM commands
- Experience with JCL, NDM, and FTP processes
- Proven ability to troubleshoot complex production issues and drive resolution independently
- Experience using incident management tools such as ServiceNow
- Strong prioritization and multi-incident management skills
- Effective communication and ability to lead discussions during critical incidents
- Demonstrated ability to collaborate across teams and influence outcomes
- Self-starter mindset with ability to work independently with minimal oversight
- Associate’s degree, certification, or higher in a related field (or equivalent experience) in healthcare/ PBM industry is a plus
- Experience mentoring or supporting junior team members
- Ability to work from home with reliable high-speed internet (10Mbps/5Mbps) if remote
- Eligible to work in the United States (as per company policy)
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