As400 Level 1 Support

6 days ago

Pune Maharashtra, India systems plus Full time

**Location: Pune**

**Employment Type: full-time**

**Designation: AS400 Level 1 Support**

**Job Details**:

- Provide first-level support by creating, logging, and classifying tickets for reported issues.
- Perform basic troubleshooting for AS400 and JDA MMS, including password resets, access issues, and basic queries.
- Monitor system alerts and logs to identify issues such as failed jobs or performance slowdowns and rerun failed jobs as per Standard Operating Procedures (SOP).
- Escalate unresolved or complex issues to L2 or L3 support based on established protocols.
- Communicate updates to users on ticket status and estimated resolution timelines.
- Document recurring issues and resolutions to contribute to the knowledge base.
- Collaborate with users to gather detailed information about incidents before escalation.
- Monitor AS400 system performance, including disk space and message queues, addressing system alerts as needed.
- Perform scheduled backups and restores as per operational procedures.
- Manage user profiles on AS400, including creating, modifying, and deleting accounts.
- Ensure compliance with defined SLAs and provide prompt responses to user queries.
- Maintain excellent communication skills to interact effectively with users and internal teams.
- Prior experience in providing production support to US-based customers is highly desired.
- Be flexible to participate in on-call support during weekends and outside regular hours as required.
- Identify recurring problems and recommend improvements to reduce system downtimes and improve performance.

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