Descrição da vagaWe deliver customized solutions that help our clients, in a agile and effective way, promoting digital transformation of your businessWe 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.
