Senior Support Engineer II (Mainframe Storage)

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.