L2 Mainframe Application Support Engineer

Job Description

• Lead 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 effectively

  Roles and Responsibilities

• Take ownership and lead resolution of incidents and service requests logged in ServiceNow ITSM and Jira Service Desk
• Manage major incident and problem management processes to minimize business impact
• Coordinate with L3 teams for timely application deployments and configuration changes
• Monitor application and middleware performance leveraging tools such as Splunk and ServiceNow Event Management
• Mentor and guide junior support engineers to build team capabilities and promote knowledge sharing
• Facilitate communication between technical teams and business stakeholders during incident and problem resolution
• Organize and lead incident bridge calls and war rooms for critical issue resolution
• Analyse incident trends to recommend preventive measures and process improvements
• Participate in on call rotations to ensure high availability and reliability of supported applications
• Ensure effective coordination and communication between onsite and offshore teams to support business requirements