Operations Support Engineer (Infrastructure Specialist 3)

Office of Information Services

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. Learn more about the Office by visiting the ODJFS OIS webpage.

What You Will Do

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.

Duties include but are not limited to:

• 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.

Schedule: Full-time: 5 days a week, 8 hours per day.

Hours: Hours are between 7:00 a.m. and 6:00 p.m. Standard workdays are Monday through Sunday. This position's schedule will include regularly working Saturday and/or Sunday, rotating with other team members. Holidays are rotated between the team.

Location: This position will be headquartered in an ODJFS Facility in one of the following cities- Columbus, Akron, or Dayton. This determination will take into account the proximity to the applicant's home address.

James A. Rhodes State Officer Tower- 30 E. Broad Street, Columbus, OH 43215.

Akron- 172 S. Broadway Street, Akron, OH 44308.

Dayton- 6680 Poe Avenue, Dayton, OH 45414.

Travel: Occasional travel within the state of Ohio.

PN(s): 20102169.

The ideal candidate, at minimum, must have the following:

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 the primary technology specified by the agency in the position description & job posting (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 the primary technology specified by the agency in the position description & job posting (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 the primary technology specified by the agency in the position description & job posting (Cloud Services Administration).

OPTION 4

• Equivalent of minimum class qualifications for employment noted above.

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.

Pay Information

This position is in the State of Ohio's OCSEA Pay Schedule, Pay Range 35. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $41.81 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.

Pay Range 35

Step 1

Step 2

Step 3

Step 4

Step 5

Step 6

Step 7

Step 8

Step 9

Hourly

$41.81

$43.90

$46.00

$48.28

$50.66

$53.13

$55.72

$58.55

$61.49

Annual

$86,965

$91,312

$95,680

$100,422

$105,373

$110,510

$115,898

$121,784

$127,899

Months of Employment

At Hire

6 Months

18 Months

30 Months

42 Months

54 Months

66 Months

78 Months

90 Months