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Scope of Task The objective of this task is to provide ongoing technical support for SSA system users work with SSA systems programmers to monitor the online systems and provide troubleshooting of systems and applications problems as they occur. In support of the task, the contractor shall perform activities described in the sub-tasks below. Sub-Task 1 Troubleshooting and Analysis Purpose Troubleshoot problems detected in the online applications. Activities Analyze and debug WebSphere MQ series performance problems. Analyze and debug WebSphere Application Server (WAS) problems. Troubleshoot other WebSphere related issues. Respond to Hot Terminal and pager messages identifying problems. Identify and report ZOS, JES3, Top Secret and other underlying system software problems. Identify and troubleshoot CICS and database problems. Download CICS system and application dumps. Perform CICS system dump analysis and provide recommendations. Troubleshoot DB2 and IDMS problems. CICS programming using Common Business Oriented Language (COBOL), Java and assembly. Debrief all SSA management and staffs on the problem and its resolution including how the problem was detected, resolution alternatives, reasoning for course of action chosen, results of resolution, and any fallout. Update all troubleshooting databases as needed via SMABrsquos internal reporting mechanism (the Greenbook) detailing event and actions taken, as well as opening and closing associated CAPRS tickets as requested, publicly documenting problem or resolution information. Deliverables The contractor shall communicate issues to Task Manager via phone, email or alert as soon as possible after discovery of a problem within 30 minutes of the occurrence. The contractor shall examine and resolve each problem within a reasonable amount of time based upon the severity and escalation procedures involved in the scenario or related to the application. This timeline will vary but notification and examination should begin immediately following any issue with updates and status reports daily. The contractor shall update all troubleshooting databases as needed via SMABrsquos internal reporting mechanism (the Greenbook) within same day as discovery and immediately following resolution. Sub-Task 2 Monitor Online Systems Purpose Work with SSA personnel and other contractors to monitor the online applications and detect, notify and troubleshoot problems, which may adversely affect the performance of the online systems and delivery of service to SSA customers. Activities Monitor WebSphere MQ and WebSphere Application Server (WAS) applications utilizing various monitoring tools including OmegamonOmegaview, Tivoli ITCAMS, CICSplex and ABEND Aid to identifyisolate problems. Monitor more than 650 CICS regions in production, training and integration environments utilizing various monitoring tools including OmegamonOmegaview, Tivoli ITCAMS, CICSplex and ABEND Aid to identifyisolate problems. Monitor DB2 and IDMS database subsystems and coordinate with other branches and teams within the division to identify and resolve issues. Respond to Hot Terminal, SSA Alerts and email messages identifying problems Work independently and with other Monitor Room personnel to troubleshoot problems detected in the online applications including Short on Storage and Maxtask conditions. Upon detection of a problem, begin level 1 troubleshooting activities such as reading system and application dumps and provide recommendations and perform basic resolution activities. Investigate CICS storage violations and recommend dynamic changes to CICS region settings to correct or contain CICS problems ndash with approval from the Task Manager or hisher designee. Identify and report ZOS, JES3, Top Secret, peripheral device and file contention problems and other underlying system software problems. Take full system and snap dumps, start system traces, perform system IPLs and manipulate peripheral devices. Recognize and resolve operational problems affecting batch job processing and make changes to system software source libraries, table libraries, JCL libraries, and load libraries on an emergency basis to correct operational problems. Research problems to determine root cause and participate in data gathering for studies to determine the most effective configurations for matching system capacity to operational needs. Update all troubleshooting databases as needed via SMABrsquos internal reporting mechanism (the Greenbook) detailing event and actions taken, as well as opening and closing associated CAPRS tickets as requested, publicly documenting problem or resolution information. Deliverables The contractor shall communicate issues to Task Manager via phone, email or alert as soon as possible after discovery of a problem within 30 minutes of the occurrence. The contractor shall examine and resolve each problem within a reasonable amount of time based upon the severity and escalation procedures involved in the scenario or related to the application. This timeline will vary but notification and examination should begin immediately following any issue with updates and status reports daily. The contractor shall update all troubleshooting databases as needed via SMABrsquos internal reporting mechanism (the Greenbook) within same day as discovery and immediately following resolution. Assumptions, Constraints and Special Conditions Hours and Location of Service Full-time support is required within a flexible band for all shifts (Day, Night, Midnight Weekend), Monday through Sunday. We are a 247 component and individual schedules shall be set in response to the needs of the Government. Alternate work schedules are required as needed. This position is day shift.Occasional scheduled weekend, Holiday and off-hour support will be required to conduct installation and migration of software. Qualifications8+ years of task-related experience Experience with Analysis, Support and Troubleshooting Experience with Monitoring WebSphere and CICS mainframe systems. Please send your updated copy of resume on ashish.patelmitajacorp.com or call me on
Associated topics: client support, desk, edi, excel, information technology help desk, information technology support, msword, system support, technical support, technical support specialist

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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