Operations Support Engineer (Infrastructure Specialist 3)

State of Ohio • Columbus, OH

6d • Onsite

About The Position

The Office of Information Services (OIS) works to support the business functions and the delivery of health, human, and employment services through the application of information technology. OIS supports the delivery of programs to millions of recipients through the development and round-the-clock operation of automated information systems. Due to the number of end-users and technologies supported, OIS is one of the largest and most complex IT organizations within Ohio state government. As an Operations Support Engineer, you will play a central role in keeping ODJFS’s enterprise batch processing stable, efficient, and uninterrupted across both mainframe and distributed environments. In this role, you will apply deep operational expertise while serving as a senior technical authority for high‑volume batch workloads within the Operations Support Unit. You will manage, monitor, and optimize batch streams that run 24x7x365 and directly support mission‑critical systems. Much of your daily work will involve scheduling and adjusting jobs in Control‑M/EM, responding to abends, coordinating fixes with development teams, and ensuring all production workloads meet established SLA expectations. You will analyze alerts, document issues through ServiceNow, and provide clear, concise communication to technicians, contractors, and leadership as incidents develop. Beyond hands‑on operations, you will serve as a technical leader for the unit. In this role, you will establish and refine operational standards, lead continual improvement initiatives, and forecast future batch processing needs. You will guide contractors, mentor lower‑level technicians, and represent Operations Support in cross‑team meetings. Success in this role requires strong judgment, deep institutional knowledge, and the ability to work confidently in fast‑moving, high‑impact processing environments where rapid recovery and precise communication are essential.

Requirements

• OPTION 1: 60 months combined work experience in any combination of the following: evaluating effectiveness and risk of IT processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff; AND 12 months work experience in Cloud Services Administration.
• OPTION 2: Completion of associate core program in computer science or information systems; AND 42 months combined work experience in any combination of the following: evaluating effectiveness and risk of IT processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff; AND 12 months work experience in Cloud Services Administration.
• OPTION 3: Completion of undergraduate core program in computer science or information systems; AND 36 months combined work experience in any combination of the following: evaluating effectiveness and risk of IT processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff; AND 12 months work experience in Cloud Services Administration.
• OPTION 4: Equivalent of minimum class qualifications for employment noted above.

Nice To Haves

• Deep operational expertise
• Senior technical authority for high-volume batch workloads
• Experience with Control-M/EM
• Experience with ServiceNow
• Experience with TSO/ISPF, JCL
• Strong judgment
• Deep institutional knowledge
• Ability to work confidently in fast-moving, high-impact processing environments
• Rapid recovery skills
• Precise communication skills

Responsibilities

• Administer and maintain batch job streams in Control‑M/EM for both mainframe and distributed environments.
• Monitor batch workload performance, respond to abends, and coordinate issue resolution with development and support teams.
• Manage Control‑M/EM components including job structures, groups, folders, applications, and user configurations.
• Document incidents, problems, and operational tasks in ServiceNow according to established procedures.
• Provide clear notifications and escalation updates when SLA risks or breaches occur.
• Use TSO/ISPF, JCL, and system monitors to analyze, troubleshoot, and resolve batch processing issues.
• Maintain the Turnover dashboard and ensure accurate shift‑to‑shift operational handoff information.
• Produce internal and external Operations Support reports, including ad‑hoc reporting as needed.
• Lead continual improvement activities and support enhancements to job streams, configurations, and operational standards.
• Serve as an escalation point and provide guidance to technicians and contractors.
• Represent the Operations Support unit in meetings and collaborate with cross‑team partners on batch‑related initiatives.

Benefits

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree