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Mainframe DevOps Support

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Location:
Canada , Toronto

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

140000.00 USD / Year
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Job Description:

Mainframe DevOps Support

Requirements:

  • Serve as the first point of contact for Mainframe-related support tickets submitted via the DevOps Jira Service Desk or ServiceNow
  • Assess, categorize, and prioritize incoming tickets, ensuring accurate logging of the issue details and the actions taken
  • Perform initial diagnostics and troubleshooting to resolve simple issues or escalate complex problems to the appropriate Mainframe or Helios support teams
  • Work closely with the Helios team to address issues related to the Helios on Jenkins (Helios V1) pipeline, as applicable
  • Keep ticket submitters informed about the status of their issues, providing regular updates and clear communication throughout the resolution process
  • Adhere to the established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for ticket resolution times
  • Collaborate with application teams, system programmers, and other stakeholders to implement solutions and prevent recurring issues
  • Document resolutions in the knowledge base to aid in the swift resolution of future incidents
  • Contribute to the continuous improvement of the Mainframe support process by participating in post-incident reviews and suggesting enhancements to the ticket handling procedures
  • Maintain awareness of and compliance with RBCs IT security policies and data governance standards
  • Work experience in Mainframe support
  • Strong technical background with experience in Mainframe technologies such as zOS, DBB, JCL, COBOL, ASM, CICS, IMS, Db2, ADFz, RACF and related tools
  • Hands-on experience with various tools in the DevOps space, including but not limited to Jenkins, UCD, SonarQube, GitHub Actions
  • Experience with IT service management platforms like Jira Service Desk and ServiceNow
  • Knowledge of ITIL service management practices, particularly incident and problem management
  • Excellent analytical and problem-solving skills, with the ability to diagnose and resolve technical issues effectively
  • Strong communication and customer service skills, with the ability to explain technical concepts to non-technical users
  • Ability to work in a team environment and collaborate with cross-functional teams
  • Detail-oriented with strong organizational skills to manage a high volume of tickets and tasks
  • Willingness to participate in on-call rotation and provide after-hours support as needed

Additional Information:

Job Posted:
March 19, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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