Customer Service Center(CSC) Production Control Agent/Lead(2nd Shift)

We're seeking for an CSC Production Control Agent/Lead for our direct client. Please review the below job Description and revert with your interest for the same.

Job Details:

Role: CSC Production Control Agent/Lead

Location: Columbus, OH

Long term contract

2nd Shift(Tuesday – Saturday)

03:15 - 11:15 (if working alone)

03:15 - 11:45 (if teamed then takes 30 min break)

The priority of skills is laid down from top to bottom.  The ideal candidate will have strong call center/service desk and people skills.  Then Mainframe skills with Batch Monitoring emphasis.  In this case, we do not need an expert in mainframe systems operations

Required Skills

CSC Agent/Lead

* Base skills include answering and addressing incoming telephone calls to the Customer Service Center (CSC) from Public/Citizens request  

* Engaging with other Client Agency Help Desks / Users

* Help and assist caller with resolving user device connection into State network/resources

* Help and assist caller in resetting user password

* Ability to handle low impact incident or event, and follow escalation procedures for high-impact to 2nd Level support

Additional Skills

Mainframe Production Control

* Any mainframe operations experience including, either Batch Processing Monitoring or Systems Console Operations.

* Ability to interact with Client Agency application programmers and support as needed.

Batch Processing Monitoring:

* process of tracking, analyzing, and managing automated data tasks (batch jobs).

* Time Sharing Option (TSO)

* Knowledge of scheduling tool such as Jobtrac (CA Jobtrac) and Automic (Broadcom Automic Automation) workload automation and job scheduling platforms.

  > Jobtrac is a legacy mainframe-native scheduler, while Automic is a modern, cross-platform enterprise orchestration tool designed to manage workflows across hybrid and cloud environments.

* Ability to start or start application resources through the scheduling tool, or alternate method. (not programming)

Systems Console Operations:

* involves monitoring the day-to-day health of hardware, operating systems, and services.

* z/OS mainframe system commands

* JES2 and HASP mainframe system commands