Console Operator

ISM; Regina; On-site; CAD 55,000 - 75,000; Full time

Job summary

ISM is seeking a Console Operator to manage a computer console, service desk, and peripheral equipment with high competence. The role includes 7x24 system monitoring, incident management, and Tier 1.5 troubleshooting for end users.

Candidates will work rotating shifts, including evenings and weekends, and operate independently during shifts. Responsibilities include managing batch processing, escalation, outage recovery, and ensuring SLAs.

Qualifications

• Experience in console operations or related experience.
• Completion of Grade 12 with scheduled computer operations courses or equivalent.

Responsibilities

• 7x24 monitoring of system/batch processing and recovery actions.
• Report application delays affecting online availability via Incident/Problem Management.
• Answer calls from Support and Customers; open tickets and escalate as needed.
• Manage incidents, major incidents, problems, and changes per SLAs.
• Resolve complex customer complaints via Service Channels using ITIL processes.
• Perform system reboots, audits, and recovery procedures as outlined.

Skills

Rotating shifts

Mainframe operations

ITIL knowledge

Customer communication

Education

Grade 12 + computer operations courses

Job description

Working with ISM will work wonders for your career!

The Console Operator position operates a computer console, service desk and all peripheral equipment with a high level of competence. This position is responsible for successful completion of workload, batch schedules, online systems, outage recovery, monitoring/interaction of all multi-platform systems and providing Tier 1.5 level troubleshooting for all end user complaints.

This position takes independent action according to procedures in response to system prompting and messages, which requires a degree of judgement. The incumbent will be required to work on a rotating shift schedule including evenings and weekends and will operate independently during a shift.

Responsibilities

• 7x24 Monitoring of system / batch processing and recovery actions.
• Use Incident / Problem Management Process to report application delays affecting online availability to escalat as required.
• Answer calls from Support, Call Centers and Customers; open necessary tickets, engage support and follow escalation procedures.
• End-to-end management of incidents, major incidents, problems, and changes while meeting established SLAs (Service Level Agreements).
• Resolve complex customer complaints and requests received via service channels including phone calls, emails and Service Now using the ITIL incident management process.
• Perform System IPLs / Reboots and System Audits quickly, efficiently and correctly as outlined in the procedures.
• Ensure production/batch schedules are understood, communicated and adhered to. Enact instructions as given by support analysts and/or client analysts.
• Perform system, network and application outage recovery procedures across multi-platforms.
• Resolve scheduling (both non-application root cause analysis and change management) issues as per documented re-start instructions.
• Monitor Job Schedulers and develop and recommend changes to scheduler database.
• Ensure that the systems are available and performing efficiently. Identify system malfunctions and ability to initiate corrective action to maintain schedules and service levels.
• Create Incidents / Problems for batch abends and system issues with relevant information.
• Perform off-shift temporary scheduling changes and program promotions (ad-hoc requests).
• Handling password reset requests, account lockout issues, and account reactivation for customers.
• Configure VPN client on customer workstations and troubleshoot complex connection issues.
• Provide in-depth hardware troubleshooting for monitors, workstations, phones and printers. Maintain the highest standard of quality on all services and communications with the client base.
• Participate in planning and execution of Disaster Recovery Exercises and various projects.
• Update and maintain Console Operations process documentation and audit compliance.
• Perform System recycles as required for Change and Recovery Management.
• Participate in all Major Incident calls for incidents associated with the Mainframe environment.
• Pro-actively identify potential problem situations and ensure corrective action is taken to minimize outages. And identity areas for improvement.
• Execute checklists when applicable and ensure they are complete and accurate.
• Service Requests are all received and completed according to the Change Management Process.
• Perform other related duties as required and assigned.

Qualifications

• Experience in console operations or other related experience.
• Completion of Grade 12 supplemented by scheduled courses in computer operations or an equivalent combination of experience and training.

Key Skills & Abilities

The following skills and abilities are considered an asset for this position:

• Ability to work rotating schedules, which includes 12-hour shifts, evenings and/or weekends.
• Working knowledge of the operation of a large-scale computer and its associated equipment and the conditions that may occur and the remedial action necessary.
• Working knowledge of all available tools for controlling the Mainframe system environments at ISM.
• Knowledge of all customers' production work and ability to interact professionally with customers.
• Knowledge of all operating systems, sub-systems, software/applications and services offered, as well as their recovery procedures.
• Ability to work both independently and in a team environment.
• Display technical interest and possess ability to respond to abnormal system conditions.
• Superior interpersonal skills with a combination of good oral and written communications skills.