IBM i Operations & Support Lead

Tenet Healthcare; Frisco (TX); Remote; USD 104,000 - 123,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off 20 days

Discretionary 401k match

10 paid holidays

Job summary

Tenet Healthcare in Frisco, TX seeks a Customer Support Manager to assist internal users of IBM i-based applications, coordinating between business stakeholders and technical teams. The role focuses on case-based and operational support, not hands-on development.

The position requires deep IBM i & DB2/SQL knowledge, strong communication, and the ability to drive process improvements while collaborating with IT Operations and other teams.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• Minimum 5 years of experience in customer support, application support, business systems support, technical support, or related field.
• Minimum 5 years of hands-on experience supporting IBM i (iSeries/AS400) environments.
• Strong understanding of IBM i operating systems, job processing, system operations, and troubleshooting methodologies.
• Strong working knowledge of DB2 for IBM i and advanced SQL skills, including the ability to query, analyze, troubleshoot, and validate data to support issue resolution and operational needs.
• Experience investigating data-related issues and performing root cause analysis using DB2 and SQL.
• Strong problem-solving, analytical, and troubleshooting skills.
• Demonstrated ability to identify process improvement opportunities and recommend practical modernization solutions.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience working with ticketing systems, case management platforms, or similar tools.

Responsibilities

• Support internal business users by investigating, triaging, troubleshooting, and resolving reported issues, ensuring tickets are accurately categorized, prioritized, and assigned to the appropriate teams for timely resolution.
• Experience working with ticketing systems is required; knowledge of ServiceNow is preferred.
• Manage support cases from initial intake through resolution, ensuring accurate documentation and follow-up.
• Collaborate with engineering, operations, product, and business teams to address application, data, and process-related issues.
• Work closely with the IT Operations team to support enterprise applications, operational processes, and technology initiatives.
• Monitor support queues and prioritize work to meet established service level objectives.
• Analyze data and system behavior to identify root causes and recommend solutions.
• Identify recurring issues and recommend process improvements to improve operational efficiency and user experience.
• Evaluate existing processes and systems and propose modernization opportunities, automation solutions, and technology enhancements.
• Track support trends, service metrics, and operational performance indicators.
• Assist with testing, validation, and implementation activities related to system enhancements and fixes.
• Contribute to a culture of accountability, service excellence, innovation, and continuous improvement.

Skills

Ticketing systems

DB2 for IBM i

SQL

Analytical thinking

Communication

Problem-solving

Multitasking

Education

Bachelor’s degree or equivalent

Tools

RPG

CL

SQL

Job description

Tenet Healthcare in Frisco, TX seeks a Customer Support Manager to assist internal users of IBM i-based applications, coordinating between business stakeholders and technical teams. The role focuses on case-based and operational support, not hands-on development.

The position requires deep IBM i & DB2/SQL knowledge, strong communication, and the ability to drive process improvements while collaborating with IT Operations and other teams.