Job Title: L2 Mainframe Application Support Engineer Work Location: Dallas, TX (Hybrid) Job Summary • Seeking a L2 Mainframe Application Support Engineer with 5 to 7 years of experience in Mainframe Application Support COBOL and Insurance domain to lead support activities Job Description • Lead and manage application support activities focusing on Mainframe Autosys and ServiceNow platforms including ITOM and ITSM modules • Provide expert level support for Mainframe applications with strong knowledge of COBOL for minor fixes • Oversee functional testing processes to ensure application stability and performance • Utilize Jira Service Desk for efficient incident tracking and resolution • Employ ANSISQL skills to support database related troubleshooting and reporting • Collaborate with cross functional teams including offshore and L3 teams to address complex technical issues and ensure seamless service delivery • Implement best practices for knowledge management and maintain comprehensive documentation • Support integration and monitoring using tools like IBM MQ and Splunk to enhance operational visibility • Drive continuous improvement initiatives to optimize support processes and reduce incident recurrence • Ensure adherence to ITIL frameworks and organizational policies in all support activities • Coordinating effectively with offshore teams and L3 support • Apply domain knowledge in Insurance to understand and resolve application issues effectively Roles and Responsibilities • Take ownership and lead resolution of incidents and service requests logged in ServiceNow ITSM and Jira Service Desk • Manage major incident and problem management processes to minimize business impact • Coordinate with L3 teams for timely application deployments and configuration changes • Monitor application and middleware performance leveraging tools such as Splunk and ServiceNow Event Management • Mentor and guide junior support engineers to build team capabilities and promote knowledge sharing • Facilitate communication between technical teams and business stakeholders during incident and problem resolution • Organize and lead incident bridge calls and war rooms for critical issue resolution • Analyse incident trends to recommend preventive measures and process improvements • Participate in on call rotations to ensure high availability and reliability of supported applications • Ensure effective coordination and communication between onsite and offshore teams to support business requirements