IBM i Operations Support Manager | Process Improvement

Conifer Health Solutions; Frisco (TX); Hybrid; USD 104,000 - 123,000; Full time

Benefits offered by this job

Medical insurance

Time off 20 days

Discretionary 401k match

Paid holidays

Job summary

Tenet Healthcare is seeking a Customer Support Manager to back internal users relying on IBM i-based applications. You will bridge business and technical teams, triage issues, analyze data, and drive process improvements.

Role focuses on case-based and operational support rather than phone-based help desk, collaborating with IT Operations to support enterprise applications and modernization initiatives.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Minimum 5 years of experience in customer support or related field.
• Minimum 5 years of hands-on experience supporting IBM i environments.
• Strong understanding of IBM i operating systems, job processing, and troubleshooting.
• Strong SQL skills to query and analyze data.
• Experience with ticketing systems and case management.

Responsibilities

• Investigate, triage, troubleshoot, and resolve issues; categorize, prioritize, and assign tickets.
• Manage support cases from intake to resolution with proper documentation.
• Collaborate with engineering, operations, product, and business teams to address issues.
• Monitor queues and meet service level objectives.
• Analyze data to identify root causes and propose improvements.
• Support testing, validation, and implementation of system enhancements.

Skills

Customer support

IBM i / AS400

SQL

DB2 for IBM i

Ticketing systems

Communication skills

Cross-functional collaboration

Education

Bachelor's degree

Tools

ServiceNow

Job description

Tenet Healthcare is seeking a Customer Support Manager to back internal users relying on IBM i-based applications. You will bridge business and technical teams, triage issues, analyze data, and drive process improvements.

Role focuses on case-based and operational support rather than phone-based help desk, collaborating with IT Operations to support enterprise applications and modernization initiatives.