● Customer support via phone and user submitted ticketing queues● Provide user support that meets or exceeds standards of excellence● User account creation, update, and termination● Troubleshooting issues across multiple systems and softwares in varied customer environments● Software licensing management● Server management● Problem recognition and mitigation● Basic network troubleshooting

• Provide Tier 2 Support for production batch jobs on the mainframe, unix, and Micro Focus environments.• Troubleshoot any abnormally ended or overdue batch job and take the necessary action to correct the problem.• Ad-hoc job run requests from within the scheduler including requests with complicated variable input• Resend Point of Sale batches to stores including follow up on accuracy and delivery

• Analyze, design, develop, test, debug and implement complex system components, software tools, applications and utilities. • Coordinate with users to determine requirements. • Make complex modifications to existing software to fit specialized needs and configurations, and maintains program libraries and technical documentation. • Coordinate or lead activities of the project team and assist in monitoring project schedules and costs. • Assignments are broad in nature with latitude for unreviewed action or decision.

• Create and maintain an effective, reliable production environment through an understanding of business needs, policies, procedures, and service levels. • Responsible for direction and supervision of 20–25 associates. • Accountable for ensuring all problems affecting Operations are resolved in a timely manner. • Schedule and facilitate essential training for associates. • Point of contact for associates regarding scheduling, time/vacation, benefits, on boarding, and other related areas. • Work closely with other groups within Operations to improve all aspects of our department. • Provide positive leadership and an example for others to follow. • Responsible for daily reporting of application problems, service outages, procedural problems, and operational metrics. • Coordinate emergency and non-emergency processing, hardware repairs, software fixes, system and task recycles across multiple platforms and images in accordance with established Operations policy

• Monitor and maintain system and application performance to meet established business service levels across assigned domains by utilizing Operations tool set (i.e. TSO, ISPF, ESP, PC and PC software, etc.). • Escalate and report on any service levels not met or problems that arise to the Operations Supervisor. • Implement hardware repairs, software fixes, systems or task recycles and processing priorities at the direction of the Operations Supervisor across assigned system platforms and images. • In accordance with the progression of position, increase knowledge and technical expertise on IT Operations tool set, and increase ability to monitor and maintain system and application performance to meet established business service levels across assigned domains by utilizing these tools. • Train new Computer Operators. • Assist Operations Supervisor with creation and maintenance of Operations documentation.