Production Support, ITIL, Mainframe

Infosys; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading IT solutions provider is hiring for a mainframe production support role in Hyderabad. The responsibilities include monitoring batch jobs, incident management, and conducting root cause analyses, ensuring high availability of critical business applications. The ideal candidate should possess a Bachelor’s or Master’s degree in IT, and have 3–5 years of hands-on experience in mainframe support. This role requires strong collaboration skills and a commitment to continuous improvement.

Qualifications

• 3–5 years of hands-on experience in mainframe production support or mainframe application support.

Responsibilities

• Provide L2/L3 mainframe production support for critical business applications.
• Monitor batch jobs and online transactions; identify failures or performance bottlenecks.
• Perform incident management following ITIL practices.
• Conduct root cause analysis for recurring or high-impact issues.
• Handle service requests and problem tickets related to mainframe applications.
• Support change and release management activities.
• Maintain detailed documentation including support runbooks.
• Participate in on-call/shift rotations to provide 24x7 support coverage.
• Communicate effectively with stakeholders regarding incident status.
• Contribute to continuous improvement by identifying automation opportunities.

Skills

Incident management

Root cause analysis

Monitoring batch jobs

Collaboration with development teams

Automation opportunities

Education

Bachelor’s or Master’s degree in Computer Science or related field

Job description

Job Overview

Provide L2/L3 mainframe production support for critical business applications, ensuring high availability, stability, and performance.

Responsibilities

• Monitor batch jobs and online transactions, proactively identify failures or performance bottlenecks, and drive timely resolution to minimize business impact.
• Perform incident management following ITIL practices: log, triage, analyze, resolve, and document incidents within agreed SLAs and OLAs.
• Conduct root cause analysis (RCA) for recurring or high-impact issues, propose corrective and preventive actions, and track them to closure.
• Handle service requests and problem tickets related to mainframe applications, including configuration updates, data fixes, and minor enhancements.
• Collaborate with development teams to analyze COBOL programs and related components to support defect fixes, performance tuning, and production deployments.
• Support change and release management activities: participate in impact analysis, implementation planning, validations, and post-deployment support.
• Maintain detailed documentation including support runbooks, standard operating procedures, known error databases, and configuration details.
• Participate in on-call/shift rotations to provide 24x7 support coverage as required, including weekend or off-hours support for critical releases and maintenance windows.
• Communicate effectively with stakeholders, providing clear updates on incident status, risks, and resolution plans, and ensuring user expectations are managed.
• Contribute to continuous improvement by identifying automation opportunities, optimizing support processes, and sharing knowledge with the team.

Qualifications

• Minimum Qualifications: ducation: Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field (BTECH, BE, MCA, MTECH).
• 3–5 years of hands‑on experience in mainframe production support or mainframe application support in an enterprise environment.