PURPOSE / OBJECTIVE

The Computer Operator will provide operational and technical support to the Department of Treasury Financial Management Services (FMS) Data Center during contracted hours. There are three areas of operational responsibilities at the Kansas City Regional Operations Center (KROC). They include: Tape Library, Service Desk Calls, Command Center and Production Support. The OnPoint Staff works in all areas on a daily or weekly (24x7) rotating basis.

ESSENTIAL FUNCTIONS (Major):

Tape Library

·         Mount tapes on stand-alone drives upon request.

·         Track / log tapes coming in and out of Library

·         Prepare tapes for mail out using FedEx PC and Software.

·         Prepare tapes for normal mailing to include preparing labels and logging tapes in log book.

·         Assist users with tape related issues.

·         Create/mount tapes for daily and weekly Lotus Notes server back-ups, to include generation of date labels, cleaning drives, mounting of tapes, completing check-off list, dismounting and filing of tapes after completion.

·         Create/mount tapes for weekly RISC server back-ups, to include generation of date labels, cleaning drives, mounting of tapes, completing check-off list and dismounting of tapes after completion.

·         Create/mount tapes for monthly Citrix server back-ups, to include generation of date labels, cleaning drives, mounting of tapes, completing check-off list, dismounting and filing of tapes after completion.

·         Initialize tapes as required to maintain supply of scratch tapes.

·         Perform preventive maintenance on tape drives, trouble-shoot drive issues and report hardware failures to vendor(s) and follow-up to ensure repairs are completed.

·         Perform CP&R tape processing and tape aging report deletions.

·         On a rotating basis, perform weekly vaulting process for FMS Disaster Recovery. This includes, preparing tapes for vaulting, scanning of tapes using First Federal PC and software, ejecting mainframes tapes from silo(s), packing tapes in proper containers, generation of vaulting reports and labeling carts/containers.

·         Generate Lotus Notes problem reports related to Tape Library issues and follow-up to ensure problem is resolved and problem report is updated and closed.

·         Escort FEMA personnel and FMS personnel within the Tape Library.

·         Answer phone calls and reply to e-mails related to Tape Library functions / issues.

·         Prepare daily Tape Library written / oral turnover report to FMS Operations staff and Management.

·         Maintain security of Tape Library, to include proper handling of data tapes, verifying users picking up tapes and degaussing classified data tapes and hard drives.

·         Assist in maintaining a clean and organized Tape Library.

Service Desk Support

·         Answer phone calls to the Service (Help) Desk when Help Desk is not staffed or when requested

·         Determine nature of call

·         Document all calls and create a Service Desk Ticket

·         Determine how the Ticket should be routed

·         Determine the area responsible and contact the on-call staff member as required

·         Priority 1 calls involving live payments must be handled expeditiously

·         Follow established standard operating procedures for all Service Desk Calls

·         Provide courteous service to users calling in for service

·         Provide follow-up actions as required.

Command Center

·         Monitor FMS mainframe complex consisting of 8 LPAR’s / Domains.

·         Perform scheduled checks for mainframe software to ensure availability.

·         Perform scheduled checks for Network links using NetView to ensure network availability.

·         Perform scheduled Data Center temperature readings, status checks on air condition units and document status in Command Center log sheet.

·         Respond to and troubleshoot any error conditions or error messages.

·         Take level one corrective actions for any network outages and escalate non-recoverable conditions to Network Support.

·         Take level one corrective actions for any system outages and escalate non-recoverable conditions to Mainframe Support, Mainframe Engineering or Software Support.

·         Start / stop mainframe software and CICS’s as required or instructed.

·         Monitor CA-UniCenter monitor for error conditions and escalate Unix Support.

·         Monitor NETIQ monitor for alerts, escalate immediately to RISC on-call, follow established procedure for escalation to all FRS’s and FMS management, assist RISC group in problem resolution and follow up contact with all groups after alert has been cleared.

·         Monitor weekly mainframe system back ups and escalate any issues or failures to Mainframe Support.

·         Monitor daily BCP production (Business Continuity Processing) and escalate any failures immediately to BCP Support Group.

·         Control/Monitor Data Center Fire Detection System. Place system in / out of By-Pass as instructed, fill-out log, assist in troubleshoot errors/issues and report to FMS management any abnormal condition.

·         Monitor all Mainframe system hardware and support hardware for error conditions, escalate failures to hardware vendor(s), complete hardware failure forms, escalate and / or notify FMS Management and OPS staff.

·         Maintain Data Center security by verifying ID of personnel coming into the Data Center, log names, dates and times and provide escort if required.

·         Perform weekly IPL’s of all mainframe domains and log start/stop times. Escalate any issues to Mainframe Engineering FMS Management.

·         Assist in recovery of any failed system IPL’s.

·         Provide First Level troubleshoot for Users and Client with mainframe related issues and document issue and take steps required to correct issue(s).

·         Assist Users and Clients with password issue. Using mainframe software to reset, unsuspended and issue new passwords.

·         Assist Users and Clients with LAN/Window access issue. Using LAN software to unlock user ID’s and providing new LAN passwords as necessary.

·         Perform Help Desk functions, as needed on a daily basis and act as Help Desk and First Level problem resolution during the weekend.

·         Respond to User / Client questions, troubleshoot issues, open problem reports and escalate non-correctable issues to on-call support.

·         Update and create Data Center procedures and tracking logs.

·         Provide on daily basis, shift turnover reports both orally and written. E-mail copy of each report to entire Operations Staff and FMS Management Team.

·         Monitor BCM (Business Continuity) production monitoring and escalation of processing flow issues.

·         Provide technical support and assist skill improvements for FMS Operations Staff.

·         Assist in maintaining a clean and organized Command Center.

NONESSENTIAL FUNCTIONS (Minor)

·         Provide back-up to Production Support function to include, job submission, schedule monitoring and production failure escalation.

·         Performs other related duties, as required or assigned.

EXPERIENCE

·         3 – 5 years MVS/JES2 Mainframes Operations experience.

·         Good understanding Tape Library and Server operations.

SPECIAL SKILLS and KNOWLEDGE (Mandatory):

IBM Mainframe software - MVS, JES2, TSO and NetView

EDUCATION:

High School Diploma or equivalent required, Bachelor’s Degree preferred