Mainframe SME

Role & responsibilities

• Act as the primary point of contact for customers, providing technical support.
• Diagnose and resolve Mainframe-related issues reported by customers in a timely and efficient manner.
• Guide customers through troubleshooting steps and provide clear instructions for issue resolution.
• Collaborate with cross-functional teams including development, product management, and quality assurance to escalate and resolve complex technical issues.
• Work with the Dev Team and QA Team with triage on issues, and explore short and long-term solutions.
• Document and track customer-reported problems and their solutions for future reference.
• Identify patterns in customer inquiries to suggest improvements in products or support processes.
• Provide feedback to the development team regarding product enhancements or bugs.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Ready to explore other technologies outside mainframe as Orion Platform supports 60+ technologies.

Preferred candidate profile

• 10-20  years of relevant experience in Mainframe and related technologies like COBOL , JCL , PLI , DB2, IMS , AS400, ( at least 2)
• Proven experience in a technical role, preferably development, testing, and support of software products.
• Strong understanding of software troubleshooting methodologies and tools.
• Excellent communication skills (both written and verbal) with the ability to convey technical information in a clear and understandable manner.
• Proficiency in using help desk software or ticketing systems to track and manage customer inquiries. Knowledge of Jira and Confluence a plus.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving and analytical skills with attention to detail.
• Extensive experience across multiple technologies like Python, Java, SQL , XML , Json.
• Strong SQL expertise with the ability to understand complex SQL

Interested candidates can send your cv's at [email removed] / [email removed]