Provide L1-L3 technical support for an Output Management suite on IBM z/OS (MVS). Troubleshoot incidents, develop and deploy COBOL/JCL patches, execute non-regression tests, produce technical documentation, and collaborate with R&D and client teams. Offer L1/L2 support for modern platforms and assist services with document design.
Core Responsibilities
- Client Relationship Management: Act as the primary point of contact for technical support inquiries regarding our Output Management software suite.
- Tiered Support: Provide comprehensive Level 1, 2, and 3 technical support for software solutions running on IBM z/OS (MVS) environments at client sites.
- Troubleshooting & Resolution: Diagnose and resolve complex technical and application-level incidents reported by clients.
- Patch Development: Investigate and correct incidents within relevant modules (COBOL, JCL, TSO/ISPF, etc.) to develop and deliver effective patches.
- Cross-Functional Collaboration: Partner with internal R&D/development teams and product experts, as well as external client operations teams to ensure seamless resolution.
- Quality Assurance: Define, develop, and execute non-regression test suites to ensure stability.
- Delivery & Implementation: Deploy patches and provide hands-on assistance to clients during their implementation.
- Technical Documentation: Author and maintain high-quality technical documentation, operational procedures, and knowledge-base articles.
- Continuous Improvement: Proactively contribute to the refinement and optimization of support processes and workflows.
Secondary Responsibilities
- Modern Platform Support: Provide L1/L2 support for modern software solutions (Windows clients, Windows Servers, or Linux/Kubernetes-based environments).
- Services Collaboration: Assist the Services team with document design projects using our next-generation software offerings.
Requirements
Required Technical Skills
- Mainframe Mastery: Strong proficiency in the IBM z/OS (MVS) ecosystem.
- Development Languages: Expert-level knowledge of JCL and COBOL.
- File Management: Solid understanding of VSAM file management systems.
- Domain Expertise (Preferred): Operational or technical knowledge of Output Management (e.g., print shop workflows, inserting/mailing processes, AFP print formats).
- Tooling: Experience with ticketing systems and collaborative platforms (e.g., Zoho Desk, MS SharePoint).
- Office Suite: Advanced proficiency in MS Word is a plus.
- Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or equivalent experience.
- Experience: 2 to 5 years of professional experience in a similar support or engineering role.
- Languages: French (fluent) and English (professional)
- Soft Skills: * Strong client-facing communication skills, with the ability to translate complex technical issues into clear business language.
- High level of rigor, autonomy, strong service orientation, and analytical thinking.
- Learning Agility: Proven capacity to commit to the long-term learning and mastery of complex, legacy, and modern software architectures.
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