Mainframe Support EngineerMainframe Support Engineer
CA Technologies
Prague, PR, CZ
před 6 dny

Do you want to help eliminate barriers between ideas and business outcomes? We want you to bring your unique experiences and creative ideas to the table.

CA Technologies provides software and solutions that help our customers to develop, manage, and secure complex IT environments to increase productivity and enhance competitiveness in their businesses.

It’s our aim to encourage global collaboration and results-oriented innovation, while supporting and developing our talented people and our communities.

CA Technologies will empower you to drive authentic success, for both the business and yourself in the application economy.

Support Engineer - Mainframe

CA Technologies creates software that fuels transformation for companies and enables them to seize the opportunities of the application economy.

From planning to DevOps to security to systems management, our solutions power innovation and drive competitive advantage for businesses everywhere.

CA is working with companies worldwide to change the way we live, transact and communicate.

As Support Engineer Mainframe you will be responsible for providing omni-channel support for a product to ensure our customers achieve their desired business outcomes.

Engineers are expected to deliver a superior customer experience by exhibiting our core principles of empathy, expertise, value, and speed.

RESPONSIBILITIES

  • Apply advanced technical knowledge and troubleshooting methodology to assess complex problems, analyze logs to determine root causes and advise customers on solutions.
  • Analyze diverse customer environmental data to troubleshoot and recreate issues on test systems. Share configuration best-

    practices with customers.

  • Continually expands knowledge of CA Support best practices, procedures and systems.
  • Lead brainstorming sessions to improve our business by applying active listening, collaboration and facilitation skills.
  • Proactively identify team training needs; collaborate with team members to facilitate relevant training to address individual or team needs.
  • Actively participate in CA communities to promote self-service and to promote customer-to-customer collaboration. Review information and answer questions on product Communities.
  • Use problem solving skills to quickly resolve customer's cases to their satisfaction and provide assistance to prevent future issues by proactively sharing information / expertise regarding recent hotfixes and knowledge documents with the customer.
  • Demonstrate teamwork and leadership by providing excellent technical assistance to team-members to support aged / escalated issues.
  • Provide coaching and mentoring to less-experienced team-members, or colleagues.

  • Partner with Support Delivery Management and Engineering Teams to highlight customer's business impact and influence the prioritization of defects / issues to create fixes.
  • Proactively identifies barriers preventing customer from adopting or being productive with products / solutions and leverages cross-
  • functional teams and proactive support playbooks to increase customer satisfaction and adoption levels.

  • Cultivate a growth mindset. Continual focus on professional career development opportunities including product and industry certifications.
  • QUALIFICATIONS

  • Typically possess 2 - 4 years of mainframe z / OS software support experience.
  • Demonstrate knowledge of z / OS Operating system, architecture, internal operations and recovery scenarios.
  • Proven customer service skills.
  • Strong communication skills; written, verbal and social media.
  • Bachelor’s Degree or global equivalent in Computer Science or related discipline preferred.
  • If you want to fulfill your potential, be acknowledged for your achievements, and be given autonomy to make decisions for your business and customers;
  • if you want to work with a company that respects you as an individual - recognizing both your needs at work and your responsibilities outside of it -

    then CA Technologies is where you belong.

    At CA Technologies your passion and expertise can directly impact the business and you’ll help offer our customers practical approaches to delivering new, innovative services and value through IT.

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