Senior Support Engineer II (Mainframe Storage)

6 - 11 years

27 - 40 Lacs

Posted:3 weeks ago| Platform: Naukri logo

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Work Mode

Hybrid

Job Type

Full Time

Job Description

Role & responsibilities

  • Receive telephone calls and emails from English-speaking customers/partners concerning technical issues. Open Support cases for each call and update cases in the call tracking system on a consistent basis.
  • Take ownership of customer/partner inquiries and gather and analyze appropriate diagnostic information. Follow up consistently with customers/partners as promised/agreed upon and subject to published service level agreements (SLAs).
  • Escalate internally when necessary and follow through on all commitments. Understand the Severity of the issue and follow the internal escalation paths in a timely manner. Provide escalation assistance.
  • Keep customers/partners informed of how and when problems are resolved within the severity levels time frame, always communicating in a professional manner both verbally and in written form.
  • Assist internal resources such as pre-sales or services engineers during product demonstrations, installations, machine upgrades and product upgrades remotely over the telephone and via E-mail.
  • Interface with development staff to test and resolve customer/partner issues. Interface with Product Management for enhancements request.
  • Compose FAQs, document solutions, and knowledge base items. Review of knowledge base documentation prior to publication.

Preferred candidate profile

  • 6+ Years of experience with Storage Management Skills:
  • VSAM (Virtual Storage Access Method) Managing structured file storage
  • DFSMS (Data Facility Storage Management Subsystem) – Automating storage management
  • DFSMShsm & DFSMSrmm – Handling hierarchical storage and tape management
  • ICKDSF – Disk storage formatting and maintenance
  • SDSF (System Display and Search Facility)– Monitoring storage activity
  • Assembly Language Skills:
  • IBM Assembler (HLASM)– Writing low-level mainframe programs
  • Registers & Memory Management– Understanding CPU registers and memory allocation
  • Macro Instructions– Using predefined assembly macros for efficiency
  • Debugging & Optimization– Identifying and fixing assembly code errors
  • I/O Operations– Handling data movement between storage and processing units
  • Working knowledge of major z/OS ecosystem and subsystem components - JES, WLM, DB2, CICS, RACF, SMF, SMP/E, VSAM, IMS and USS.
  • Proficient in use of systems tools and utilities – JCL, IDCAMS.
  • Strong debugging and problem-solving skills, with experience with IPCS and reading system dumps.
  • Good to Have:
  • Understanding software design principles, software development lifecycle, system design, networking architecture, and database systems and concepts.
  • Knowledge and experience with the following are a plus –
  • Syncsort Mainframe products such as MFX, Ironstream, Zen, EZ-DB2
  • DTS Mainframe Storage Management Software
  • z/OS Sorting, batch processing, security, or metric collection.
  • Working knowledge of other OS platforms such as IBM iSeries (AS/400), Linux, Unix, Windows
  • IBM z Certification.
  • MS will be added advantage.

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