Job Title: L2 Mainframe Application Support EngineerWork Location: Dallas, TX (Hybrid)Job SummarySeeking a L2 Mainframe Application Support Engineer with 5 to 7 years of experience in Mainframe Application Support COBOL and Insurance domain to lead support activities Job DescriptionLead and manage application support activities focusing on Mainframe Autosys and ServiceNow platforms including ITOM and ITSM modules Provide expert level support for Mainframe applications with strong knowledge of COBOL for minor fixes Oversee functional testing processes to ensure application stability and performance Utilize Jira Service Desk for efficient incident tracking and resolution Employ ANSISQL skills to support database related troubleshooting and reporting Collaborate with cross functional teams including offshore and L3 teams to address complex technical issues and ensure seamless service delivery Implement best practices for knowledge management and maintain comprehensive documentation Support integration and monitoring using tools like IBM MQ and Splunk to enhance operational visibility Drive continuous improvement initiatives to optimize support processes and reduce incident recurrence Ensure adherence to ITIL frameworks and organizational policies in all support activities Coordinating effectively with offshore teams and L3 support Apply domain knowledge in Insurance to understand and resolve application issues effectivelyRoles and ResponsibilitiesTake ownership and lead resolution of incidents and service requests logged in ServiceNow ITSM and Jira Service DeskManage major incident and problem management processes to minimize business impactCoordinate with L3 teams for timely application deployments and configuration changesMonitor application and middleware performance leveraging tools such as Splunk and ServiceNow Event ManagementMentor and guide junior support engineers to build team capabilities and promote knowledge sharingFacilitate communication between technical teams and business stakeholders during incident and problem resolutionOrganize and lead incident bridge calls and war rooms for critical issue resolutionAnalyse incident trends to recommend preventive measures and process improvementsParticipate in on call rotations to ensure high availability and reliability of supported applicationsEnsure effective coordination and communication between onsite and offshore teams to support business requirements
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