Job Summary
Synechron is seeking an RPGLE Production Support Engineer with 8+ years of hands-on experience supporting critical IBM i (AS/400) applications. The role will focus on application monitoring, incident management, troubleshooting, batch processing, production deployments, and ongoing operational support in a 24x7 environment.
The successful candidate will maintain application stability, resolve production issues within agreed service levels, perform root cause analysis, and implement preventive measures. The role will contribute to business continuity, system reliability, service quality, and effective collaboration across development, infrastructure, business, and support teams.
Software Requirements
Required
- RPGLE: 8+ years of hands-on production support experience.
- IBM i (AS/400): Strong knowledge of the platform and its production-support environment.
- CLLE: Experience supporting control language programs, jobs, and operational processes.
- DB2/400: Experience working with application data, queries, troubleshooting, and data validation.
- SQL: Experience investigating application and database issues.
- Query/400: Experience using Query/400 for data analysis, validation, and support activities.
- Batch processing: Experience monitoring and troubleshooting batch jobs and dependent processes.
- Job scheduling: Experience with job scheduling, execution monitoring, failure handling, and restart procedures.
- Production monitoring: Experience monitoring application health, processing status, logs, jobs, and performance.
- Incident management: Experience managing incidents, service requests, and production defects in accordance with SLAs.
- Problem management: Experience performing root cause analysis and implementing preventive actions.
- Change management: Experience supporting controlled application changes, releases, and production deployments.
- Ticketing tools: Familiarity with ServiceNow, Remedy, or similar tools.
- Log analysis and troubleshooting: Ability to analyze logs, job details, system messages, and application behavior.
Preferred
- Knowledge of ITIL processes.
- Experience in Banking, Financial Services, Insurance, or Retail applications.
- Experience working in a 24x7 production-support environment.
- Experience with application performance monitoring and proactive issue detection.
- Experience improving support procedures, automation, monitoring, and operational documentation.
- Experience supporting high-volume or business-critical transaction-processing applications.
Overall Responsibilities
- Provide production support for RPGLE-based applications running on IBM i (AS/400) systems.
- Monitor application performance, batch processing, job status, system messages, and production workflows.
- Proactively identify and address application, job, database, integration, and performance issues.
- Analyze, troubleshoot, and resolve application incidents, defects, service requests, and performance bottlenecks.
- Perform root cause analysis and implement preventive and corrective measures to reduce recurring incidents.
- Work closely with development, infrastructure, business, database, and support teams to resolve production issues.
- Support batch job monitoring, job scheduling, job recovery, reruns, dependencies, and production processing.
- Support production deployments, application changes, release validation, and post-deployment monitoring.
- Handle incidents, service requests, problems, and change-management activities in accordance with agreed SLAs and procedures.
- Use RPGLE, CLLE, DB2/400, SQL, Query/400, logs, and monitoring information to investigate and resolve technical issues.
- Maintain support documentation, troubleshooting guides, knowledge articles, operational procedures, and recovery instructions.
- Communicate incident status, business impact, technical findings, resolution progress, and risks to relevant stakeholders.
- Participate in on-call and shift-support activities, including assigned night-shift coverage.
- Contribute to improvements in system reliability, support efficiency, monitoring quality, operational readiness, and resource utilization.
- Follow secure and controlled production-support practices when accessing systems, data, credentials, and operational information.
Shift & Work Requirements
- Work from office: 5 days per week is mandatory from the designated client location.
- 24x7 support: The role participates in a 24x7 production-support model.
- Night shift: One assigned week every month, including weekends.
- Night-shift timing: 10:00 PM to 6:00 AM.
- Shift allowance: Applicable during the assigned night-shift week.
- Candidates should be able to participate in on-call, shift, weekend, and production-support activities according to the established support roster.
Technical Skills (By Category)
Programming Languages
Essential
- RPGLE programming and production support.
- CLLE programming and job-control support.
- Ability to read, analyze, debug, and support existing RPGLE and CLLE programs.
- Understanding of program execution, job dependencies, error handling, and recovery procedures.
Preferred
- Experience modifying RPGLE or CLLE programs to resolve defects or implement approved enhancements.
- Experience developing support utilities, scripts, or automation for monitoring and operational activities.
Databases/Data Management
Essential
- DB2/400.
- SQL.
- Query/400.
- Understanding of database structures, records, files, data relationships, and data integrity.
- Ability to investigate data-related incidents and validate production results.
- Experience identifying database-related causes of application failures or processing issues.
Preferred
- Experience with database performance analysis and query optimization.
- Experience supporting data corrections, reconciliations, recovery activities, and production data validation.
- Experience supporting high-volume transaction data or business-critical processing.
Cloud Technologies
Essential
- No cloud platform is specified as a mandatory requirement.
- Ability to support the designated IBM i production environment and related infrastructure.
- Understanding of system dependencies, application availability, operational monitoring, and production recovery.
Preferred
- Experience supporting hybrid or cloud-connected enterprise applications.
- Familiarity with cloud monitoring, infrastructure dependencies, disaster recovery, or platform modernization.
- Experience identifying opportunities to improve infrastructure efficiency and reduce unnecessary resource consumption.
Frameworks and Libraries
Essential
- No specific frameworks or libraries are identified as mandatory.
- IBM i application components and utilities relevant to RPGLE production support.
- Ability to understand application dependencies, interfaces, jobs, database components, and operational processes.
Preferred
- Experience with reusable support utilities or operational automation components.
- Experience supporting application upgrades, platform changes, or integration components within an IBM i environment.
Development Tools and Methodologies
Essential
- Production monitoring.
- Batch processing and job scheduling.
- Incident management.
- Problem management.
- Change management.
- Root cause analysis.
- Log analysis and technical troubleshooting.
- Production deployment and release support.
- Service requests and SLA-based support.
- Ticketing tools such as ServiceNow, Remedy, or similar.
- Support documentation and operational procedures.
- On-call and shift-support practices.
- Cross-functional collaboration with development, infrastructure, business, and support teams.
Preferred
- ITIL processes.
- Experience with application performance monitoring tools.
- Experience with knowledge-management platforms and support dashboards.
- Experience automating monitoring, reporting, recovery, or repetitive support tasks.
- Experience with continuous improvement and operational-readiness practices.
Security Protocols
Essential
- Follow secure access and controlled-change procedures for IBM i production environments.
- Protect credentials, business data, application information, logs, and operational documentation.
- Apply appropriate access-control, data-protection, segregation-of-duties, and change-management practices.
- Escalate security, privacy, operational, or compliance risks identified during production support.
- Ensure production fixes, data changes, reruns, and deployments are authorized, documented, and traceable.
Preferred
- Experience supporting security and compliance requirements in Banking, Financial Services, Insurance, or Retail environments.
- Knowledge of audit evidence, access reviews, production controls, and ITIL-aligned governance.
- Experience supporting secure recovery, backup, disaster-recovery, and business-continuity procedures.
Experience Requirements
- Required: 8+ years of hands-on experience in RPGLE production support.
- Strong experience supporting IBM i (AS/400) applications.
- Experience with RPGLE, CLLE, DB2/400, SQL, and Query/400.
- Experience with batch processing, job scheduling, production monitoring, incident management, problem management, change management, and production deployments.
- Experience performing log analysis, troubleshooting, root cause analysis, defect resolution, and preventive-action implementation.
- Experience using ServiceNow, Remedy, or a similar ticketing tool.
- Experience working with development, infrastructure, business, database, and support teams.
- Preferred: Experience in Banking, Financial Services, Insurance, or Retail applications.
- Preferred: Experience in 24x7 production-support environments, including night-shift and weekend coverage.
- Candidates may also qualify through an equivalent combination of relevant IBM i experience, RPGLE development and support experience, technical training, and demonstrated delivery of comparable production-support outcomes.
Day-to-Day Activities
- Monitor RPGLE applications, IBM i jobs, batch processes, databases, system messages, application logs, and performance indicators.
- Participate in shift handovers, support meetings, incident reviews, change discussions, and collaboration with development, infrastructure, business, and database teams.
- Investigate and resolve incidents, service requests, batch failures, defects, data issues, and performance concerns while maintaining accurate ticket updates.
- Deliver root cause analysis, preventive actions, deployment support, operational documentation, and recovery guidance while making support decisions within approved procedures and escalating material risks.
Qualifications
- A bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field is preferred; equivalent relevant education and professional experience may be considered.
- 8+ years of hands-on experience in RPGLE production support on IBM i (AS/400).
- Demonstrated experience with RPGLE, CLLE, DB2/400, SQL, Query/400, batch processing, job scheduling, production monitoring, and incident management.
- ITIL certification or relevant training in IBM i, RPGLE, production support, service management, or operational processes is preferred.
- Maintain continuous professional development in IBM i technologies, RPGLE support, production monitoring, incident and problem management, security controls, and operational improvement practices.
Professional Competencies
- Apply structured critical thinking and problem-solving to analyze incidents, logs, job failures, data issues, performance bottlenecks, and recurring defects.
- Collaborate effectively with development, infrastructure, database, business, and support teams to resolve production issues.
- Communicate incident impact, technical findings, resolution progress, risks, and handover information clearly and accurately.
- Adapt to 24x7 support requirements, changing priorities, shift schedules, production incidents, and evolving application environments.
- Identify opportunities to improve monitoring, automation, recovery procedures, documentation, system stability, and operational efficiency.
- Prioritize incidents, service requests, changes, deployments, root cause analyses, and support commitments according to business impact and agreed SLAs.
SYNECHRON’S DIVERSITY & INCLUSION STATEMENT
Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.
All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
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