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# Senior Mainframe Production Support Lead

- **Company:** NTT DATA, Inc.
- **Location:** McKinney, TX, United States (Remote available)
- **Experience:** Expert
- **Salary:** $93,600.0 - $124,800.0
- **Contract:** Temporary contract
- **Skills:** JIRA, Batch Processing, Customer Information Control System (CICS), COBOL (Programming Language), VSE (Operating System), Job Control Language (JCL), Mainframes, Release Management, Data Streaming, Virtual Storage Access Methods, Z/OS, Build Management, Easytrieve, Data Management, Servicenow
- **Published:** May 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=15f715d8b184d11e

## About the Role

* 10+ years of experience providing L2/L3 mainframe production support for mission-critical applications in a 24x7, SLA-driven environment.
 * Strong hands-on experience supporting mainframe technologies, including:
 * z/VSE and z/OS
 * Assembler
 * Easytrieve
 * COBOL
 * CICS
 * JCL
 * VSAM
 * Proven expertise in batch operations support, including job monitoring, restarts, reruns, abend resolution, and data corrections.
 * Experience using ITSM tools such as ServiceNow and Jira, with strong knowledge of ITIL-based Incident, Problem, Change, and Release Management processes.
 * Life Insurance domain experience strongly preferred, particularly supporting Acquisition and Policy Administration systems.
 * Demonstrated ability to perform deep technical troubleshooting, root cause analysis, and production recovery.
 * Proven experience working under pressure during P1/P2 incidents, meeting strict SLA response and resolution targets.
 * Strong communication and stakeholder coordination skills, including interaction with business users, vendors, infrastructure, and application teams.
 * Strong ownership mindset with a focus on system stability, reliability, and business continuity.
 * Demonstrated leadership capability to guide cross-functional teams during high-severity production incidents.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $45-$60/hour. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

## Description

* Production Support & Operations
 * Provide L2/L3 production support for AIL mainframe insurance applications.
 * Monitor and ensure successful completion of daily, weekly, and monthly batch cycles.
 * Support batch cycle execution, including job monitoring, restarts, reruns, and data corrections.
 * Perform abend analysis, issue resolution, and production recovery activities.
 * Ensure end-to-end data flow, coordinating with upstream and downstream systems to confirm timely receipt and processing of production files.
 * Incident, Problem & Change Management
 * Perform incident triage, prioritization, and assignment for production issues.
 * Conduct in-depth incident analysis, troubleshooting, and resolution.
 * Apply temporary or tactical fixes where required (without code changes) to restore service.
 * Identify root causes and propose permanent fixes, coordinating with Application Build teams for code remediation.
 * Manage incidents, problems, and changes using ServiceNow and Jira.
 * Participate in change, release, and deployment activities, including post-implementation validation and production readiness checks.
 * Technical Analysis & SME Support

Analyze and resolve production issues involving:

 * Assembler
 * Easytrieve
 * COBOL
 * CICS
 * JCL
 * VSAM
 * Act as an Application SME, supporting L2.5 and Production Assurance teams with deep application and data knowledge.
 * Work closely with Application Build teams, Production Assurance, Infrastructure/System Programmers, vendors, and business stakeholders.
 * Documentation & Continuous Improvement
 * Maintain and enhance runbooks, SOPs, operational procedures, and knowledge articles.
 * Identify opportunities for operational improvements, standardization, and risk reduction.
 * Support audit, compliance, and operational reporting requirements.
 * On-Call & Production Coverage
 * Participate in 24x7 on-call rotation supporting P1/P2 production incidents.
 * Provide after-hours, weekend, and holiday support for critical batch processing and business events.
 * Ensure rapid response, effective communication, and timely resolution during business-critical outages.
 * SLA & ITIL Management
 * Ensure adherence to SLA targets for incident response and resolution.
 * Track and manage incident aging, backlog trends, repeat issues, and RCA action items.
 * Apply ITIL best practices across Incident, Problem, Change, and Release Management.
 * Support SLA reporting, audits, and compliance activities.


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