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The Console Operator position operates a computer console, service desk and all peripheral equipment with a high level of competence. This position is responsible for successful completion of workload, batch schedules, online systems, outage recovery, monitoring/interaction of all multi-platform systems and providing Tier 1.5 level troubleshooting for all end user complaints.

This position takes independent action according to procedures in response to system prompting and messages, which requires a degree of judgement. The incumbent will be required to work on a rotating shift schedule including evenings and weekends and will operate independently during a shift.

Responsibilities

- 7x24 Monitoring of system / batch processing and recovery actions.
- Use Incident / Problem Management Process to report application delays affecting online availability to escalate as required.
- Answer calls from Support, Call Centers and Customers; open necessary tickets, engage support and follow escalation procedures.
- End-to-end management of incidents, major incidents, problems, and changes while meeting established SLAs (Service Level Agreements).
- Resolve complex customer complaints and requests received via service channels including phone calls, emails and Service Now using the ITIL incident management process.
- Perform System IPLs / Reboots and System Audits quickly, efficiently and correctly as outlined in the procedures.
- Ensure production/batch schedules are understood, communicated and adhered to. Enact instructions as given by support analysts and/or client analysts.
- Perform system, network and application outage recovery procedures across multi-platforms.




- Resolve scheduling (both non-application root cause analysis and change management) issues as per documented re-start instructions.
- Monitor Job Schedulers and develop and recommend changes to scheduler database.
- Ensure that the systems are available and performing efficiently. Identify system malfunctions and ability to initiate corrective action to maintain schedules and service levels.
- Create Incidents / Problems for batch abends and system issues with relevant information.
- Perform off-shift temporary scheduling changes and program promotions (ad-hoc requests).
- Handling password reset requests, account lockout issues, and account reactivation for customers.
- Configure VPN client on customer workstations and troubleshoot complex connection issues.
- Provide in-depth hardware troubleshooting for monitors, workstations, phones and printers. Maintain the highest standard of quality on all services and communications with the client base.
- Participate in planning and execution of Disaster Recovery Exercises and various projects.
- Update and maintain Console Operations process documentation and audit compliance.
- Perform System recycles as required for Change and Recovery Management.
- Participate in all Major Incident calls for incidents associated with the Mainframe environment.




- Pro-actively identify potential problem situations and ensure corrective action is taken to minimize outages. And identity areas for improvement.
- Execute checklists when applicable and ensure they are complete and accurate.
- Service Requests are all received and completed according to the Change Management Process.
- Perform other related duties as required and assigned.

Qualifications

- Experience in console operations or other related experience.
- Completion of Grade 12 supplemented by scheduled courses in computer operations or an equivalent combination of experience and training.

Key Skills & Abilities The following skills and abilities are considered an asset for this position:

- Ability to work rotating schedules, which includes 12-hour shifts, evenings and/or weekends.
- Working knowledge of the operation of a large-scale computer and its associated equipment and the conditions that may occur and the remedial action necessary.
- Working knowledge of all available tools for controlling the Mainframe system environments at ISM.
- Knowledge of all customers’ production work and ability to interact professionally with customers.
- Knowledge of all operating systems, sub-systems, software/applications and services offered, as well as their recovery procedures.
- Ability to work both independently and in a team environment.
- Display technical interest and possess ability to respond to abnormal system conditions.
- Superior interpersonal skills with a combination of positive oral and written communications skills.

To submit your application for this position, visit the ISM Careers Portal: https://kyndryl.wd5.myworkdayjobs.com/ISMCareers/job/Regina-Saskatchewan-Canada/Console-Operator_R-67695-1

📌 Console Operator (Regina)
🏢 ISM
📍 Regina