Microfocus Admin

Descrição da vaga

We deliver customized solutions that help our clients, in a agile and effective way, promoting digital transformation of your business.
We believe that technology is an agent of innovation, in order to improve people's lives in a descomplicated way.
Come be part of Mouts and help improve the lives of thousands of people

**We are looking for a IT Operations Support**: - Microfocus/Cobol/CICS/JCL/DB2/MQSeries/Oracle

**Who wil be responsible for**:

- Identify and solve incidents;
- Achieve a high level of customer’s satisfaction;
- Monitor ABI NAZ (North America Zone) ticketing system for in scope services to resolution or closure;
- Create and/or update tickets in ABI NAZ (North America Zone) ticket system of record;
- Provide preventative action plans if metrics do not meet the Excellence Program (EP) Targets, Key Performance Indicators (KPIs), Service Level Agreements (SLAs), operational Excellence Measures;
- Maintain system documentation and follow Sarbanes Oxley (SOX);
- Ongoing technical support with the ability to respond and resolve issues appropriate to the SLA.
- Escalate issues as appropriate and conduct the appropriate action plans;
- Provide technical specifications for large defects or small enhancements;
- Track and report on requested enhancements; Create root cause analysis;
- Identify recurring incidents and trigger Problem management process;
- Proactively identify trends in Service provided, implement improvements, and provide feedback on improvements.

**FOR THIS ROLE YOU NEED**:

- Experience working with Programming Languages (Cobol, CICS, JCL);
- Experience working with Microfocus, MQ Series; Experience in troubleshooting Oracle queries;
- ITIL Framework; Working knowledge of Windows & Microsoft Office;
- Excel proficiency required in preparing and analyzing complex data sets for problem solving purposes;
- Communicating effectively by conveying information and ideas in English, in a clear, meaningful, and timely manner, providing information to ensure understanding;
- Solicit inputs and provide open candid conversations;
- Developing collaborative relationships for the purpose of accomplishing work objectives; developing relationships with other individuals by listening, sharing ideas, and appreciating others’ efforts;
- Experience in working in large IT projects and rolling out IT infrastructures across various technologies;
- Self-motivated professional that creates best practices and communicates with different areas of a product;
- Excellent analytical problem-solving skills;
- Excellent communication skills;
- Team player;
- You have the autonomy to recognize the current and new priorities, evaluating the impact of their outcomes in the result;
- Continuous service improvement mindset;
- Strong written and verbal English skills;
- Strong analytical, logic and quantitative ability;
- Desire to solve business problems in any domain through analytical/data-driven solution;
- Ability to generate business insights from statistical model outputs;
- Microsoft Office skills (Excel, PowerPoint, Word); Education: Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering or a related field, or equivalent experience.