z/OS HelpDesk Operator

The learning streams here provide an overview of IBM Z mainframes and their components, and discusses key concepts of the z/OS operating system and how JES2 is used to process workloads.

Content also focuses on the use of TSO/ISPF and z/OS Explorer to access z/OS data and the use of SDSF to monitor and manipulate z/OS system activity.

Advanced system monitoring using SDSF is covered, describing how to use the IBM Health Checker, and to display the status and attributes of system components such as spool, network nodes, and defined subsystems. A range of techniques used for system problem identification, and common tasks used to resolve these problems is covered. General network configuration information is important for any z/OS Helpdesk personnel as they may need to identify problems relating to communications across the organization’s vast network of hardware.

The learning streams above provide content focussing on business-related information. This includes disaster recovery, where the z/OS Helpdesk Operator may play a role in the disaster recovery process. This person also needs to understand how coaching and mentoring practices can be implemented to ensure they, and other staff, are trained to meet their full potential.

The learning streams here are not mandatory but help to provide a holistic view of the mainframe environment that you are working in. For example, z/OS UNIX is available on a z/OS system, and use of z/VM and Linux operating systems is also likely, so knowledge in these areas is going to help you. Other topics such as Artificial Intelligence (AI), Blockchain, Big Data, Containers, and Kubernetes provide an overview of various technologies available on the mainframe that your organization may be using.

If your organization is using Db2 or IMS database products then content on these topics is available. Middleware products such as CICS may also be installed, so knowing how this runs can assist you if problems occur.