Job Description :
# of requirements 2
Job Title AS400 Support analyst
Relevant Experience
(in Yrs) 5 to 7 years
Technical/Functional Skills Should be experienced in AS/400 with WMS Functional and Production Support:-
Provide production support for AS/400 applications that includes
o Experience in supporting and enhancing AS/400 applications in COBOL and RPG
o Understanding of Retail systems and functions
o Proficient in ITIL processes and Incident Management Tool – Cherwell or similar tools
o Develop strong relationship with business customers and IT Delivery Teams
o Acquire new skills and knowledge to stay at the forefront of information systems tools for legacy systems
Experience Required Relevant experience in Retail business especially in AS/400 COBOL an RPG enhancements and production support
Roles & Responsibilities The main role and responsibility is to recover business disruptions which are reported by clients in the form of ITSM incident records (caused by various applications/infrastructure issues) within a fixed service level depending on the severity of the issue. It also involves finding ways to reduce the number of calls for assistance by providing training, writing operating manuals, or by fixing code/configuration issues and generally ensuring that common issues are resolved as quickly and efficiently as possible
The responsibilities in detail include
Incident Management
Weekday support for handling production break fixes and recover issues within a defined Service level
Weekend support for critical tickets
Coordinate and Communicate between and among Client and/or Third party contractor teams to resolve tickets and restore services
Coordinate with Workday for maintenance, issues and infrastructure patching as the application is hosted as SAAS
Problem/Change Planning & Management
Analyze and review the incident inflow and plan for code fixes/permanent fixes for issues that are reoccurring by creating problems
Work with the clients to determine change implementation windows and coordinate with business/technical team to successfully plan & implement the change
Platform Management (Transition, Keep the lights on, Reporting& Metrics)
Managing the transition of new applications into the team by coordinating with the development team – attend Reviews/Meetings, ensuring the new application fits the health required for support take over
Weekly/regular trend analysis to ensure that the application/platform is healthy and take actions as needed
Support during DR activities (Test Documentation and Smoke Testing)Provide testing / verification support during OS upgrades, patch installation on any third party software
Shift left to help desk / Documentation of knowledge articles/ root cause analysis of critical issues
Offshore Coordination:
Work with the offshore teams to ensure that the incidents created within the Oracle RMS app suite are recovered within SLA and all the Incident management processes are followed flawlessly
Generic Managerial Skills Offshore Team handling, Technical transition, Escalation handling, Client communication and relationship management
Education Bachelor Degree
Duration of assignment (in Months) Long Term ( 24 months at least)
Work Location Chicago (Oak Brook) , IL
Key words to search in resume AS/400 COBOL/RPG, Production Support