Senior Support Engineer

• Control-M Enterprise Manager/Client components.
• Control-M Server environments for Production and Development.
• Control-M Agents and associated job execution infrastructure.
• Control-M File Watcher and Managed File Transfer (MFT).
• ServiceNow for incident, request and change management.
• Associated Windows, database, network, application and infrastructure dependencies required for batch execution and troubleshooting.

Control-M Operations & Support Analyst (L1/L2/L3)

• Provide shift-based Control-M monitoring and operational support, including job execution, alerts, late starts, failures and batch completion monitoring.
• Perform L1/L2/L3 troubleshooting, job restart/recovery, log analysis and resolution in accordance with approved SOPs and runbooks.
• Perform Control-M operational administration, including agent monitoring, configuration support, Control-M product patching and environment health checks.
• Investigate incidents, analyze root causes, create/update ServiceNow tickets and coordinate escalation with application, database, infrastructure and network teams.
• Support production incidents, communicate status, impact, recovery actions and next steps to stakeholders.
• Execute approved changes and scheduling updates and validate successful job execution following recovery or change implementation.
• Support daily execution and forecast reporting and identify recurring operational issues.
• Recommend practical improvements to monitoring, recovery procedures, alert reduction and batch stability.

Scheduling, Job & Calendar Support

• Create/modify Control-M jobs, schedules, calendars, dependencies & related configurations based on approved requests
• Disable, decommission or otherwise modify jobs/calendars as authorized by CalOptima.
• Analyze job dependencies, scheduling constraints and upstream/downstream impacts before implementing changes.
• Validate changes in appropriate non-production environment, following CalOptima change/release management procedures for Production implementation.
• Provide 8 x 5 scheduling/job/calendar support during standard U.S. business hours for approved requests.
• Include up to 40 new/incremental job creation or modification requests and up to 40 expedited changes per month; BAU fixes have no stated monthly cap, subject to scope and dependencies.