Mainframe Command Center Support Engineer

Information about the offer
  • Type of employment: b/d
  • Offer ID:
  • Category: Mainframe
  • Place: Sofia , Bulgaria
  • Minimal level of education:: b/d
  • Minimal experience: Less than 2 years


The Mainframe Command Center Support engineer is responsible for delivering operational services to outsourcing accounts on time, on target with quality. He/she works on 24×7 rotation. The Command Center Support Engineer has focus on continuous operations, Incident and Change management of supported configuration items. The main goal is to minimize the amount of unplanned downtime in the customer's production environment and to achieve a high level of customer satisfaction. He/she works in close relationship with other teams and is under direct supervision by the team Management.


Incident Logging, Categorization, Prioritization, Management and Closing

1.Open an Incident record (where not already automated) for each Incident to record and track all relevant information, as well as provide a complete history of events and activities throughout the incident lifecycle.
2.Categorize and prioritize the Incident so that it can be handled quickly and efficiently.
3.Prioritize the incident based on the Incident’s urgency and impact to the business.
4.Upon closing the incident verify that the categorization and closure code of the incident is correct.
5.Ensure all cases are acted upon conscientiously and in the framework expected according to the SLA.
6.Provide clear and unambiguous communication within Incident Management case tools with frequent and timely updates.

Initial Diagnosis

7.Identify all symptoms of the reported Incident in order to establish the effect on End Users / customer business operations.
8.Employment of diagnostic scripts, tools, known error databases and knowledge base to assist with initial diagnosis and determining possible applicable solution, temporary fixes and/or workarounds.
9.If a resolution for the Incident is not known or available at this point, and it is not considered to be a Major Incident, engage the relevant higher level support team.
10.If the incident is believed to be a Major Incident the Strategic Incident Manager / Shift Manager needs to be notified
11.Understand and utilize the RtOP process and Key Production Environment incident handling

Technical Skill Levels & Training requirements

12.Follow training plans, requirements and schedules as outlined by the Technical Supervisor.
13.Complete and keep up to date with all Mandatory trainings. (Environmental Health and Safety, ITSM, Security Fundaments, Standards of Business Conduct, Standards of Personal Conduct)

Technical Responsibilities

14.Do generic troubleshooting within the applicable technology platform that command center Support engineer is responsible for
Escalation to Technical Support (Level 2) as needed

Key deliverables/accountabilities:

•Ongoing support activities to be performed according to SLAs and defined timelines
•Tasks to be performed with the highest quality and according to predefined timelines
•Strictly follow HP ITSM/ITIL processes and procedures


Education (degree) and professional experience required:

•Degree/Diploma in Computer Science, Computer Engineering, Electrical Engineering, or equivalent certifications (MCSE, MCP, Oracle/MCDBA, HP-UX, CCNA, CCNP, SNIA).
•Preferably 1+ years’ experience within IT Operations, infrastructure services support (Systems NT, UX, Backups, DB’s or Network management), operations monitoring and end user support.

Other requirements:

•Fluent in written and verbal English

Personal skills and qualities:
•Strong interpersonal and telephony skills
•Good communication skills and Customer centric focus - ability to communicate clearly and in a timely manner with all customers, partners and users, internal and external
•Good analytical skills
•Team player. Ability to collaborate and cooperate with members of team and members of other teams
•Understanding of 24x7 mission critical enterprise computing environments and the impact of service disruption on a company’s bottom line
•Ability to pro-actively learn new technology, processes and other skills
•Able to pro-actively search for solutions from knowledge bases, support documentation and other information.
•Keen interest in continual learning and professional development
•time management skills and ability to multi-task and prioritize assigned tasks, problems and requests in a high pressure environment
•Flexible, self-motivated with the ability to work under pressure in an International and culturally diverse organization

Technical skills:

•General knowledge of IT Operations, infrastructure services support (Systems NT, UX, Backups, DB’s or Network management), operations monitoring and end user support.
•Good understanding of ITSM/ITIL processes