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.
Strong hands‑on experience supporting mainframe technologies, including:
- z/VSE and z/OS
- Assembler
- Easytrieve
- COBOL
- CICS
- JCL
- VSAM
- 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.
