Must Have Technical/Functional Skills
Required Skills
Business Analysis
• Requirements Gathering
• BRD / FRD Preparation
• User Story Creation
• Process Mapping
• Stakeholder Management
• UAT Coordination
Mainframe Technologies
• COBOL • JCL • DB2 • VSAM • CICS
• IMS (preferred)
• Batch Processing ITSM & Operations
• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Root Cause Analysis
• SLA Tracking • ITIL Framework Tools
• ServiceNow / Remedy
• Jira
• Confluence
• HP ALM / Quality Center
• MS Excel
• Visio Preferred Domain Experience
• Banking & Financial Services
• Credit Union / Retail Banking
• Cards & Payments
• Insurance
Roles & Responsibilities
ITSM & Production Support
Analyze Incident, Problem, Change, and Service Request tickets raised through ITSM tools (ServiceNow, Remedy, Jira, etc.).
Perform ticket triage, impact analysis, prioritization, and categorization.
Work with business users and technical teams to understand production issues and drive timely resolution.
Conduct root cause analysis (RCA) for recurring incidents and recommend preventive measures.
Track ticket SLAs, backlog trends, and operational metrics.
Participate in production support governance meetings and service reviews.
Business Analysis
Gather, document, and validate business requirements from stakeholders.
Translate business needs into functional specifications and user stories.
Facilitate requirement workshops, JAD sessions, and stakeholder discussions.
Create Business Requirement Documents (BRD), Functional Requirement Documents (FRD), process flows, and use cases. Support UAT planning, execution, and defect management.
Mainframe Analysis
Analyze Mainframe applications and business processes. Collaborate with development teams working on COBOL, JCL, VSAM, DB2, CICS, IMS, and batch processing systems. Review production logs, batch failures, and transaction exceptions. Assess impacts of enhancements, regulatory changes, and defect fixes on Mainframe systems. Support release planning and implementation activities.
Stakeholder Management
Act as liaison between Business, Production Support, Development, QA, and Infrastructure teams. Communicate business impacts, priorities, and resolution status to stakeholders. Prepare status reports, dashboards, and management updates. Coordinate across onshore and offshore teams to ensure service continuity.
Generic Managerial Skills, If any
Key Competencies
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to interpret technical Mainframe issues from a business perspective.
• Experience working in Agile and Waterfall delivery models
• Strong documentation and presentation skills.
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
Salary Range: $130,000-$160,000 a year
