Console Operator

Working with ISM will work wonders for your career!

The Console Operator position operates a computer console, service desk and all peripheral equipment with a high level of competence. This position is responsible for successful completion of workload, batch schedules, online systems, outage recovery, monitoring/interaction of all multi-platform systems and providing Tier 1.5 level troubleshooting for all end user complaints.

This position takes independent action according to procedures in response to system prompting and messages, which requires a degree of judgement. The incumbent will be required to work on a rotating shift schedule including evenings and weekends and will operate independently during a shift.

Responsibilities

• 7x24 Monitoring of system / batch processing and recovery actions.
• Use Incident / Problem Management Process to report application delays affecting online availability to escalate as required.
• Answer calls from Support, Call Centers and Customers; open necessary tickets, engage support and follow escalation procedures.
• End-to-end management of incidents, major incidents, problems, and changes while meeting established SLAs (Service Level Agreements).
• Resolve complex customer complaints and requests received via service channels including phone calls, emails and Service Now using the ITIL incident management process.
• Perform System IPLs / Reboots and System Audits quickly, efficiently and correctly as outlined in the procedures.
• Ensure production/batch schedules are understood, communicated and adhered to. Enact instructions as given by support analysts and/or client analysts.
• Perform system, network and application outage recovery procedures across multi-platforms.
• Resolve scheduling (both non-application root cause analysis and change management) issues as per documented re-start instructions.
• Monitor Job Schedulers and develop and recommend changes to scheduler database.
• Ensure that the systems are available and performing efficiently. Identify system malfunctions and ability to initiate corrective action to maintain schedules and service levels.
• Create Incidents / Problems for batch abends and system issues with relevant information.
• Perform off-shift temporary scheduling changes and program promotions (ad-hoc requests).
• Handling password reset requests, account lockout issues, and account reactivation for customers.
• Configure VPN client on customer workstations and troubleshoot complex connection issues.
• Provide in-depth hardware troubleshooting for monitors, workstations, phones and printers. Maintain the highest standard of quality on all services and communications with the client base.
• Participate in planning and execution of Disaster Recovery Exercises and various projects.
• Update and maintain Console Operations process documentation and audit compliance.
• Perform System recycles as required for Change and Recovery Management.
• Participate in all Major Incident calls for incidents associated with the Mainframe environment.
• Pro-actively identify potential problem situations and ensure corrective action is taken to minimize outages. And identity areas for improvement.
• Execute checklists when applicable and ensure they are complete and accurate.
• Service Requests are all received and completed according to the Change Management Process.
• Perform other related duties as required and assigned.

Qualifications

• Experience in console operations or other related experience.
• Completion of Grade 12 supplemented by scheduled courses in computer operations or an equivalent combination of experience and training.

Key Skills & Abilities

The following skills and abilities are considered an asset for this position:

• Ability to work rotating schedules, which includes 12-hour shifts, evenings and/or weekends.
• Working knowledge of the operation of a large-scale computer and its associated equipment and the conditions that may occur and the remedial action necessary.
• Working knowledge of all available tools for controlling the Mainframe system environments at ISM.
• Knowledge of all customers’ production work and ability to interact professionally with customers.
• Knowledge of all operating systems, sub-systems, software/applications and services offered, as well as their recovery procedures.
• Ability to work both independently and in a team environment.
• Display technical interest and possess ability to respond to abnormal system conditions.
• Superior interpersonal skills with a combination of good oral and written communications skills.

To submit your application for this position, visit the ISM Careers Portal: https://kyndryl.wd5.myworkdayjobs.com/ISMCareers/job/Regina-Saskatchewan-Canada/Console-Operator_R-67695-1