This position is on site in Temple, TX. The shift will be a rotating night shift after the initial training period.

Train to become proficient at providing first level assessment and directive for all Internal and/or External customers calling the McLane Operations and Help Desk departments, implementing call details into a problem management system for reporting and tracking purposes and ensure reported incident is addressed and resolved in a timely manner. Monitor, Identify and Resolve issues on all Operating System platforms to include Mainframe, AS400, Unix, Network environments to ensure production support teams are engaged in a timely manner in attempts to decrease the impact to business units and the timely dispatch of customer deliveries.

BENEFITS:

• Benefits available on the 60th day: medical, dental, and vision insurance, FSA/HSA and company-paid life insurance.
• Get paid early. Get paid fast.
• 401(k) with annual company match.
• Paid holidays, vacation time, sick leave accrual, college tuition reimbursement, and more!

ESSENTIAL JOB FUNCTIONS / PRINCIPAL ACCOUNTABILITIES:
Other duties may be assigned. A teammate in this position must have the ability to:

• Train to become proficient at all the below bullets.
• Answer incoming Operations / Help Desk calls from Internal and/or External customers to provide first level diagnoses of issue and record/track the incident reported in the problem management facility.
• Complete an Incident in Problem Management facility to include User Profile, Categorization, Prioritization and Description of each call taken and/or every action taken to resolve any issue.
• Engage second level and/or Vendor support to address time sensitive issues reported by user community to ensure issues are addressed / resolved in a timely manner.
• Follow up with divisions concerning open issues with divisional printers that are needed to print time sensitive documents for picking, loading and dispatch of customer orders.
• Monitor, Identify and Resolve issues on MVS environment/console to ensure Batch Job Abnormal Ends, Spool Utilization and Tape Mount requirements are recognized and addressed in a timely manner to alleviate impact to Distribution Center functions.
• Monitor, Identify and Resolve issues on DB2 environment/console to ensure Database environment is efficient, effective and available for batch job requirements.
• Monitor, Identify and Resolve issues on CICS environment/console to ensure batch job environment is able to open/close files without contention.
• Monitor, Identify and Resolve Grocery and Foodservice Distribution Network connection to Home Office Data Center to ensure Distribution Centers are able to communicate and access the Z series (Mainframe), I series (AS400) and McLane Network platforms.
• Monitor, Identify and Resolve issues on I series (AS400) (Genesis, JDE, RODS, PRODA, DEVA) to ensure all platforms are properly functioning and available to user community.
• Monitor, Identify and Resolve issues on Unix, AIX, Linux environments to ensure scripts are processing and failed scripts are addressed in a timely manner.
• Monitor, Identify and Resolve batch job schedule issues for Foodservice Business Unit and Grocery Business Units to ensure Distribution Centers batch job processing is on time to alleviate impact to customer order deliveries. MISD Operations is responsible for all divisional batch job schedules. This includes billing Set Release tasks and some divisional Cigarette Forecast tasks.
• Monitor and React to divisional job requests. Operators monitor 18 different inboxes, one for each grocery division.
• Diagnose and Resolve Customer Order Entry tools issues.
• Monitor, Identify and Resolve MQ order well issues to ensure Divisional order well queues are properly moving orders to mainframe and OP application.
• Manage tape media environment to ensure backups are successful, copies of backups are rotated to offsite location and scratch media is available.
• Monitor and Work Help Desk emails and ensure each email is addressed/resolved in a timely manner.
• Monitor and Work Operators email inbox and ensure job requests are approved and submitted in a timely manner.
• Moderate high priority conference calls and ensure proper support personnel are engaged and working toward a timely resolution.
• Communicate status of high priority issues via an email page to Information Systems Management to ensure they are notified and aware of impacting issue.
• Recognize, address batch job failures on all System platforms (Mainframe, AS400) and take action by implementing minor JCL change and/or Rerun/Restart to resolve issue.
• Manage/maintain weekend batch job schedules for Foodservice and Grocery business units to ensure all schedules are complete, all weekly backups/maintenance jobs are successful, Quality Assurance install window is available, IPL window for both business units are available.
• Administer weekly shutdown of Mainframe and/or AS400 environment and ensure Operating Systems are available to user community in a timely manner.
• Complete and install minor JCL (Job Control Language) changes via Serena Change Management package at the request of Divisional Information Systems Manager.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:
A teammate in this position must:

• The will to learn and grow as the customer base and expectations grow.
• Adaptable
• Dependable
• Punctual
• Accurate
• Will to Initiate and Follow Through.
• Have a High School Diploma/GED.

WORKING CONDITIONS:

• Operators experience many day to day challenges.
• Operators must be able to defuse volatile situations and provide a positive working relationship with all customers.
• Operators must be able to adjust and adapt to an ever changing environment and keep new procedures or activities close at hand to ensure they provide proper feedback and directive to customers.
• As stated above Operators work in a high stress, fast paced environment.
• Operators must monitor, identify, engage and resolve all types of issues across all types of platforms to ensure the ultimate goal of the company is in tact and our customer deliveries are on time.

Candidates may be subject to a background check and drug screen, in accordance with applicable laws.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.