Analyst

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What Well Bring:

What Youll Bring:

• Provide L1 and L2 support for critical business applications ensuring high availability and rapid incident resolution.
• Monitor application and infrastructure health using tools like Grafana Splunk AppDynamics and Spotfire.
• Handle bridge calls during major incidents ensuring effective communication and coordination across teams.
• Troubleshoot and resolve incidents perform root cause analysis and collaborate with development and infrastructure teams for permanent fixes.
• Execute and monitor batch jobs cron jobs and scheduled tasks; ensure timely completion and issue resolution.
• Develop and maintain shell scripts and automation tools to streamline support operations.
• Participate in release and change management activities including pre- and post-deployment validations.
• Work with DevOps tools such as Git Jenkins Docker Kubernetes and CI/CD pipelines in cloud environments (AWS/Azure).
• Follow ITIL processes including Incident Problem and Change Management using tools like ServiceNow or BMC Remedy.
• Document support procedures RCA reports and knowledge base articles for operational efficiency.
• Communicate effectively with stakeholders providing timely updates impact assessments and resolution plans.

Impact Youll Make:

• 35 years of experience in Application Support preferably in a 24x7 environment.
• Strong hands-on expertise in Linux/Unix systems including shell scripting and system troubleshooting.
• Proficiency in SQL for data analysis and issue investigation.
• Experience with cloud platforms (AWS Azure) and supporting distributed applications.
• Familiarity with containerization and orchestration using Docker and Kubernetes.
• Prior experience in automation of support tasks using scripting languages (Shell Python).
• Exposure to ITSM tools like ServiceNow or BMC Remedy.
• Experience in handling bridge calls and coordinating with multiple teams during high-priority incidents.
• Solid understanding of ITIL processes and certified in ITIL or other relevant frameworks.
• Excellent communication and interpersonal skills for effective collaboration across teams and vendors.
• Experience with Ab Initio cron jobs and batch processing is a plus.

• SRE Mindset Additions

• Apply SRE principles to improve reliability scalability and performance of supported applications through proactive monitoring and automation.
• Focus on reducing toil by automating repetitive tasks and improving operational efficiency.
• Participate in blameless postmortems and contribute to continuous improvement initiatives based on incident learnings.
• Drive observability enhancements by integrating metrics logs and traces into monitoring dashboards.

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