Subject Matter Expert (Tools&Automation)

About the role

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction. Mainframe Output Management has a global setup with members globally and we operate the Output Management environment for all our Mainframe global customers.

What you'll do

• Correct batch- and applications abends and having a close contact with technicians all over the world
• Monitoring the ITSM queue and ensuring the tickets are being addressed
• Log Monitoring with proper investigation and well documented mail communication
• Escalate to L3 for if any assistance/remediation is required
• Ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA

What you need

• SOP writing
• Root cause analysis
• Mainframe
• Communication
• B.Tech or B.E. or Chartered Accountant