Core Responsibilities

• Client Relationship Management: Act as the primary point of contact for technical support inquiries regarding our Output Management software suite.
• Tiered Support: Provide comprehensive Level 1, 2, and 3 technical support for software solutions running on IBM z/OS (MVS) environments at client sites.
• Troubleshooting & Resolution: Diagnose and resolve complex technical and application-level incidents reported by clients.
• Patch Development: Investigate and correct incidents within relevant modules (COBOL, JCL, TSO/ISPF, etc.) to develop and deliver effective patches.
• Cross-Functional Collaboration: Partner with internal R&D/development teams and product experts, as well as external client operations teams to ensure seamless resolution.
• Quality Assurance: Define, develop, and execute non-re...