Mainframe Support Analyst

Position: Mainframe Support Analyst

Work Type: Hybrid (3 Days Onsite)

Location: Chicago, IL

Role Overview

We are seeking an experienced Mainframe Support Analyst to join the Fund Accounting & US Transfer Agency Production Maintenance and Support organization. This role is responsible for providing day-to-day production support for critical financial applications in a fast-paced, global environment.

The ideal candidate will have a strong mainframe technology background, excellent communication skills, and experience supporting business-critical systems within financial institutions. This position operates within a 24x5.5 global support model (APAC, EMEA, and North America) and requires close collaboration with business, operations, and cross-functional IT teams. Occasional night and weekend support may be required, including on-call responsibilities.

Key Responsibilities

• Provide Level 2 production support for Fund Accounting & US Transfer Agency applications

• Monitor production systems and respond to incidents, queries, and escalations in a timely manner

• Perform incident detection, root-cause analysis, and problem management following ITIL methodologies

• Manage and resolve multiple production issues in parallel within tight deadlines

• Liaise with upstream and downstream application teams to ensure seamless issue resolution

• Collaborate with global onsite and offshore teams across APAC, EMEA, and North America

• Support business and operations partners by analyzing and resolving functional and technical queries

• Participate in Firecall and on-call support, including off-hours and weekend coverage

• Escalate critical production issues to relevant teams and management as needed

• Drive continuous improvement initiatives to reduce recurring incidents and improve root-level resolution

• Maintain effective working relationships with development, audit, compliance, vendors, and business teams

• Develop in-depth knowledge of business processes and aim to become a subject matter expert on supported applications

• Ensure adherence to controlled processes and compliance with business and IT standards

• Organize, prioritize, and manage day-to-day support activities to ensure timely delivery

Technical Skills

• JCL

• COBOL

• DB2

• VSAM

• ServiceNow

• ITIL methodologies

Required Qualifications

• 8–10+ years of experience in a technical, business-facing role within a financial institution or similar environment

• Strong hands-on experience with mainframe technologies (JCL, COBOL, DB2, VSAM)

• Experience in incident management and ticketing workflows

• Familiarity with ServiceNow and ITIL frameworks (mandatory)

• Experience working in onsite/offshore support models

• Ability to manage multiple priorities in a fast-paced production environment

• Excellent verbal and written communication skills with the ability to interact confidently with business stakeholders

• Strong analytical and troubleshooting skills

Preferred Qualifications

• Experience supporting Fund Accounting and/or US Transfer Agency applications

• Experience supporting global business lines across APAC, UK, and US regions

• Prior experience in a 24x5 production support environment

• Vendor management and cross-functional coordination experience

• Proven ability to drive process improvements and reduce production incidents