Support Engineer - Control M

Role & responsibilities

Operational Support

• Provide Level 2 (L2) support for Control-M batch scheduling across production and non-production environments.
• Monitor batch jobs, workflows, and calendars to ensure successful and timely execution.
• Analyze and resolve job failures, delays, and performance issues with minimal business impact.
• Perform operational activities such as job restarts, reruns, holds/releases, and dependency corrections.
• Manage incidents, problems, and service requests using ITSM tools (e.g., Helix).
• Lead and ensure 100% success rate in quarterly Disaster Recovery (DR) testing, validating:
• Control-M job recovery
• Managed File Transfer (MFT) workflows
• Dependencies and SLA adherence in DR environments

Troubleshooting & Root Cause Analysis (RCA)

• Investigate job failures across multiple layers, including:
• Scripts: Shell, Python, Perl
• File transfers: SFTP, FTP, NFS
• Databases: Oracle, SQL Server
• Application dependencies
• Perform Root Cause Analysis (RCA) and recommend permanent fixes to prevent recurrence.
• Escalate complex issues to L3/BMC support with detailed diagnostics and analysis.

Change & Maintenance

• Support Control-M changes such as:
• Job creation and modification
• Calendar configuration updates
• Quantitative and qualitative resource management
• Participate in patching, upgrades, disaster recovery exercises, and environment maintenance activities.
• Validate job performance and execution post-deployment and during release cycles.

Coordination & Communication

• Collaborate with cross-functional teams:
• Application teams
• DBAs
• Unix/Linux & Windows teams
• Network teams
• Provide timely status updates, incident communications, and escalation reports to stakeholders.

Develop and maintain runbooks, SOPs, and knowledge base articles for operational efficiency.

Preferred candidate profile

Bachelors degree in computer science, Information Technology, or a related field.

4+ years of experience in IT and minimum 3 years in similar position or at least in batch/job scheduling

technologies & database