Computer Print Operator

Scope Statement

The Computer Print Operator monitors the performance of computer (IBM mainframe and client server), network and print systems in accordance with established service standards and processes. The incumbent is guided by defined procedural constraints, and works under the moderate supervision of the Manager, IT Operations and Production Support in support of all business units.

Impact Statement

• Ensures a fully functional operating computer environment on a twenty-four hour basis and that systems are available by 7:30am on normal working days
• Ensures the maintenance of the production schedule and the timely completion of printing requests to high quality standards
• Maintains critical service levels related to on-line system availability and printing, completing data storage processes, and reporting any systems irregularities

Responsibilities include

• Execute the production schedule by initiating, terminating and monitoring all regions and environments as defined by agreed upon service level requirements
• Report and resolve all application irregularities, and ensures all unresolved issues are accurately escalated to 2nd Level support in keeping with preset SLA standards
• Perform the daily tape management and exchange process in keeping with the Disaster Recovery Strategy and send data tapes to the offsite storage facilities
• Accurately complete file transfer duties to protect the security of data in accordance with pre-set standards, ensuring that data is not compromised and that the disaster recovery strategy is not compromised
• Administer the centralized print operation including the printing and replicating of benefits booklets, contracts and other daily output following the pre-set standards for quality and service.
• Execute Trained Customer Replaceable Unit (TCRU) repairs for the centralized print operations; including the installation of fusers, rollers, drums etc.
• Review and update operations procedures and guidelines on an on-going basis to ensure service levels are met and maintained
• Ensure all hardware (including print devices, tape drives, etc.) outages are reported to Service Desk and vendors in a timely manner

Knowledge / Experience / Certification

• 3+ years work experience in a mainframe operations environment
• Knowledge of high speed printing equipment
• Knowledge of client server and network monitoring technology

Education / Professional Courses

• Completion of a community college diploma with courses in network administration and design, operating systems, computer hardware, data communication standards and protocols, scripting procedures

Key Skills

• Clear writing and verbal communication skills
• Well-developed customer relations skills
• Well-developed organizational skills
• Well-developed analytical and decision-making skills
• Ability to work independently and as a team member
• Attention to detail/accuracy

Key Competencies

• Collaboration
• Customer-Centricity
• Driving for Results
• Initiative
• Innovation
• Integrity
• Interpersonal Communication
• Judgment and decision-making
• Leadership

Working Conditions

• Extended, rotating shifts providing 24 hour coverage – shift length is 12.5 hours
• Office environment
• Prolonged periods of concentration and attention to detail
• Prolonged periods of sitting while using a computer and/or telephone
• Prolonged periods of standing
• Prolonged repetitive actions while using a computer keyboard

Interactions

• Head Office management and employees

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