Production Support Engineer

The Corporate Information Technology Team delivers unified communication and desktop technologies to the global SEI workforce utilizing infrastructure design, systems engineering, support and project management.
What you’ll do:

• Production workload management using mainframe and cross-platform scheduling and performance management tools
o Consistently meet daily and end-of-month client service delivery goals and expectations for product uptimes, transmission deadlines, and statement deadlines
o Maximize batch throughput for end-of-month processing periods for intra-day, nightwork and statement processing
o Respond to automated event problem tickets and log, when required, production exceptions
o Respond to alert messages concerning deadlines and exceptions
o Follow process and procedures to manage exceptions
o Log and communicate production and workload exceptions, special events, and other relevant information to day shift personnel
o Monitor DASD storage thresholds for SYSDA, DISK80, SRD and DRS storage pools and take remedial actions
o Participate in daily production status meetings

• Incident and problem management
o Monitor scheduling system exception events for detection and follow-up
o Monitor production automation exception events for detection and follow-up to include e-mail notifications
o Diagnose and prioritize incidents to include abends and Connect:Direct node and process failures
o Perform impact assessment
o Provide and/or implement resolution and recovery procedures for production exceptions and abends
o Ensure data integrity as part of corrective-action
o Triage, escalate and track issues, as necessary
o Generate and distribute summary reports
o Interpret and communicate negative trends
o Participate in virtual teams for root cause analysis
o Make recommendations and execute on process improvements

• Change management
o Support for coordination and execution of enterprise change control activities within the production environment
o Support for project activities for Project Management Office including client new starts, acquisitions, merges and deconversions
o Create daily production plans for night time and weekend execution

• Production fulfillment services
o Process all requests for changes to production processing environment for one-time changes to production schedule with regard to special handling of problems and execution instructions
o Answer Production Support team lines for service and problem requests
o Support for production processes and internal operating procedures and documentation
o Perform database setup requests to include database restores and job reruns

• Disaster recovery support
o Participate in planning and execution of special events, such as Disaster Recovery tests, hardware and software releases.

What we need from you:
• BA/BS degree in related field; or the equivalent in education and work experience
• A minimum of 5 years of experience in related field
• Proficiency with JCL, ISPF, IBM utilities, VSAM, File-Aid and Connect:Direct
• Familiarity with Service Now
• PC literacy in Microsoft Office product suite
• Proficiency with CA-Scheduler or similar automated scheduling system
• Understanding IBM System Automation for z/OS performance monitoring tools, desired
• An understanding of ITIL (Information Technology Infrastructure Library) best practices
• Effective client service and phone skills
• Project management skills, problem solving skills and effective documentation skills.

What we would like from you:

• Attention to detail and quality performance
• Intellectual curiosity and desire to learn and apply knowledge – take instruction from others
• Time management, organizational and analytical skills
• Interpersonal and communications skills and ability to relate to others in a team environment
• Exhibit attributes and desire for advancing into leadership position
• Must demonstrate the ability to work effectively independently, as well as in a team setting, in an open floor environment

**This is currently a non-exempt position. Candidates must have the ability to work flexible shifts and occasional over time.

SEI’s competitive advantage:
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a comprehensive care for your physical and mental well-being, strong retirement plan, tuition reimbursement, hybrid working environment, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
Benefits include healthcare (medical, dental, vision, prescription, wellness, EAP, FSA), life and disability insurance (premiums paid for base coverage), 401k match, tuition reimbursement, commuter benefits, 11 paid holidays/year, 21+ days paid time off/year pro-rated, paid parental leave, discounted stock purchase plan, and investment options.
We are a technology and asset management company delivering on our promise of building brave futuresSM—for our clients, our communities, and ourselves. Come build your brave future at SEI.
SEI is an Equal Opportunity Employer and so much more…
After over 50 years in business, SEI remains a leading global provider of investment processing, investment management, and investment operations solutions. Reflecting our experience within financial services and financial technology our Oaks, PA office encompasses an open floor plan and numerous art installations designed to encourage innovation and creativity in our workforce. We recognize that our people are our most valuable asset and that a healthy, happy, and motivated workforce is key to our continued growth. At SEI, we’re (literally) invested in your success. We offer our employees paid parental leave, back-up childcare arrangements, paid volunteer days, education assistance and access to thriving employee networks.
SEI is an equal opportunity / affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.

SEI’s competitive advantage

To help you stay energized, engaged and inspired, we offer a wide range of benefits including comprehensive care for your physical and mental well-being, hybrid working environment and a work-life balance that enables you to relax, recharge and be there for the people you care about.

Our benefits include Medical Insurance, Term Life Insurance, Voluntary Provident Fund, 10 Predefined Holidays and 2 Floating Holidays in a year, Paid Time off and more.

We are a technology and asset management company delivering on our promise of building brave futures—for our clients, our communities, and ourselves. Come build your brave future at SEI.

The position title reflected in this job description is aligned with SEI's current internal job architecture. As part of SEI's role and career framework, internal job titles may not directly correspond to external market titles and may differ from titles previously assigned during an employee's tenure or at the time of hire.

SEI is an Equal Opportunity Employer and so much more…

After 50 years in business, SEI is a leading global provider of investment processing, investment management, and investment operations solutions. Reflecting our experience within financial services and financial technology our offices encompass an open floor plan and numerous art installations designed to encourage innovation and creativity in our workforce. We recognize that our people are our most valuable asset and that a healthy, happy, and motivated workforce is key to our continued growth. At SEI, we’re (literally) invested in your success. We offer our employees paid parental leave, paid volunteer days, professional development assistance and access to thriving employee networks.

AI Acceptable Use in the application and interview process:

SEI acknowledges the growing integration of artificial intelligence (AI) tools into individuals’ personal and professional lives. If you intend to incorporate the use of any AI tools at any stage of the application and/or interview process, please ensure you have reviewed and adhere to our AI use guidelines.