10+ years of L2/L3 mainframe production support experience in 24x7, SLA-driven environments
Hands-on expertise with z/VSE and z/OS, including Assembler, Easytrieve, COBOL, CICS, JCL, and VSAM
Experience using ITSM tools (ServiceNow, Jira) and ITIL-based Incident, Problem, Change, and Release Management
Life Insurance domain experience preferred (Acquisition and Policy Administration) with strong troubleshooting and production recovery skills
Requirements:
Provide L2/L3 production support for AIL mainframe insurance applications; monitor batch cycles and ensure 24x7 availability
Lead incident triage, root cause analysis, and resolution; coordinate temporary fixes and permanent remediation with Application Build teams; manage incidents in ServiceNow/Jira
Analyze production issues across mainframe technologies (Assembler, Easytrieve, COBOL, CICS, JCL, VSAM) and perform abend resolution and data corrections; support P1/P2 incidents with on-call coverage
Maintain and improve runbooks, SOPs, and knowledge articles; participate in change, release, and deployment activities including post-implementation validation and compliance reporting
Job description
Company Overview:
Req ID: 363829
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
NTT DATA's Client is currently seeking a Software Development Specialist Advisor to join their team in McKinney, Texas (US-TX), United States (US).
Job Description:
Mainframe AIL production support
The Senior Mainframe Production Support Lead is responsible for ensuring 24x7 stability, availability, and operational excellence of Life Insurance applications, running on a z/VSE mainframe platform. This role provides L2/L3 production support, leads incident triage and resolution, ensures SLA compliance, and supports critical batch and online insurance processes in a highly regulated, SLA‐driven environment.
Key Responsibilities
Production Support & Operations
Provide L2/L3 production support for AIL mainframe insurance applications.
Monitor and ensure successful completion of daily, weekly, and monthly batch cycles.
Support batch cycle execution, including job monitoring, restarts, reruns, and data corrections.
Perform abend analysis, issue resolution, and production recovery activities.
Ensure end‐to‐end data flow, coordinating with upstream and downstream systems to confirm timely receipt and processing of production files.
Incident, Problem & Change Management
Perform incident triage, prioritization, and assignment for production issues.
Conduct in‐depth incident analysis, troubleshooting, and resolution.
Apply temporary or tactical fixes where required (without code changes) to restore service.
Identify root causes and propose permanent fixes, coordinating with Application Build teams for code remediation.
Manage incidents, problems, and changes using ServiceNow and Jira.
Participate in change, release, and deployment activities, including post‐implementation validation and production readiness checks.
Technical Analysis & SME Support
Analyze and resolve production issues involving:
Assembler
Easytrieve
COBOL
CICS
JCL
VSAM
Act as an Application SME, supporting L2.5 and Production Assurance teams with deep application and data knowledge.
Work closely with Application Build teams, Production Assurance, Infrastructure/System Programmers, vendors, and business stakeholders.
Documentation & Continuous Improvement
Maintain and enhance runbooks, SOPs, operational procedures, and knowledge articles.
Identify opportunities for operational improvements, standardization, and risk reduction.
Support audit, compliance, and operational reporting requirements.
On‐Call & Production Coverage
Participate in 24x7 on‐call rotation supporting P1/P2 production incidents.
Provide after‐hours, weekend, and holiday support for critical batch processing and business events.
Ensure rapid response, effective communication, and timely resolution during business‐critical outages.
SLA & ITIL Management
Ensure adherence to SLA targets for incident response and resolution.
Track and manage incident aging, backlog trends, repeat issues, and RCA action items.
Apply ITIL best practices across Incident, Problem, Change, and Release Management.
Support SLA reporting, audits, and compliance activities.
Required Skills & Experience
10+ years of experience providing L2/L3 mainframe production support for mission‐critical applications in a 24x7, SLA‐driven environment.
Proven expertise in batch operations support, including job monitoring, restarts, reruns, abend resolution, and data corrections.
Experience using ITSM tools such as ServiceNow and Jira, with strong knowledge of ITIL‐based Incident, Problem, Change, and Release Management processes.
Life Insurance domain experience strongly preferred, particularly supporting Acquisition and Policy Administration systems.
Demonstrated ability to perform deep technical troubleshooting, root cause analysis, and production recovery.
Proven experience working under pressure during P1/P2 incidents, meeting strict SLA response and resolution targets.
Strong communication and stakeholder coordination skills, including interaction with business users, vendors, infrastructure, and application teams.
Strong ownership mindset with a focus on system stability, reliability, and business continuity.
Demonstrated leadership capability to guide cross‐functional teams during high‐severity production incidents.
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $45-$60/hour. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.
About NTT DATA:
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
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