OS Mainframe Lead Support Analyst

What success looks like in this role:

Please note that this role requires working in on-call 24x7 in shifts.

Position Overview: As an OS Mainframe Lead Support Analyst, you will play a crucial role in ensuring high levels of client satisfaction by providing expert-level support for mainframe systems and solutions. You will be responsible for the installation, configuration, and customization of mainframe systems within your domain expertise, addressing all client inquiries with minimal need for escalation. Your role will involve managing escalated issues, ensuring Service Level Agreements (SLAs) are met, and mentoring a team of junior Systems Analysts. You will also identify opportunities for new services and contribute to product and process improvements.

Client Satisfaction & Support:

• Strive to achieve high levels of client satisfaction for the mainframe products and solutions you support.

• Address all client inquiries regarding installation, configuration, and customization within your expertise without needing to escalate to others.

Issue Resolution & Escalation:

• Respond to escalated technical issues promptly and accurately, ensuring that SLAs are consistently met.

• Attempt to reproduce reported problems, identify immediate workarounds, and document resolutions.

• Escalate complex product issues to senior analysts when necessary, ensuring appropriate follow-up and resolution.

Team Supervision & Expertise:

• Mentor a team of junior Systems Analysts, providing guidance, and acting as the subject matter expert.

• Maintain and demonstrate a high level of expertise in the mainframe products you support, including knowledge of competitor products.

Service Opportunity Identification and Process Improvement:

• Identify new service opportunities and ensure they are pursued appropriately.

• Work closely with clients to define requirements for enhancement requests and assess client expectations.

• Identify deficiencies in products and documentation, offering suggestions for improvements.

• Contribute to process improvement initiatives and produce relevant documentation, such as support requests, trouble reports, change requests, and incident management records.

Application Administration & Incident Management:

• Manage the administration of mainframe applications, including packaging applications to utilize server backends and security products.

• Handle incident management of lower-level technical issues and manage the ticket and queue system for incident, problem, and change management.

Client Follow-up & Documentation:

• Follow up with clients to implement fixes and confirm resolutions.

• Maintain accurate documentation and manage knowledge administration related to the supported mainframe systems.

Artifacts & Documentation:

Produce and maintain the following artifacts: Support Requests, Trouble Reports, Change Requests, Process Improvement Suggestions, and technical reports on areas of expertise.

You will be successful in this role if you have:

• Bachelor's degree in Computer Science, Information Technology, or a related field is needed.

• Minimum of 5 years of relevant technical experience in mainframe support and administration.

• At least 3 years of hands-on experience with Microsoft Systems Centre Configuration Manager (SCCM).

• Proficiency in using Microsoft PowerShell for automation and scripting tasks.

• Experience with Windows 10 and Windows 7

• Experience with Microsoft Application Virtualization (App-V)

• Good knowledge of Microsoft Office suite (Word, Excel, PowerPoint, Access, Visio).

• Experience with Windows 10 and Windows 7.

• Strong problem-solving skills and ability to address complex technical issues.

• Excellent client communication and service management skills.

• Familiarity with incident, problem, and change management processes.

• Ability to travel occasionally in Europe.

• Security clearance will be required.

What do we offer?

• Hybrid working is supported

• Monthly gross 35.000 HUF cafeteria - regardless of your weekly working hours

• Private Health Insurance - Premium Package provided for all Unisys associates after 1-year tenure 

• Home office allowance

• Last and foremost, a great team, also a lot of learning and training opportunities
   

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