Senior Support Analyst
Senior Support Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
As a Senior Support Analyst you are responsible for providing 24/7 monitoring and support for all ATPCO platforms and applications. This position is within the Technology Platforms Services team who manages the foundational platforms that our product teams consume to build deploy and host scalable and reliable products and services. The platforms consist of our Private and Public cloud offerings while also offering 24/7 operations monitoring and support to maximize uptime for ATPCO products.
You will:
- Monitor all ATPCO environments applications platforms and infrastructures via consoles and other tools both Mainframe and Cloud based distributed applications.
- Monitor all processes and scheduled jobs for both Mainframe and Distributed Systems environments like subscriptions and batch jobs and ensure that they are successfully completed
- Manage incoming emails phone calls and ServiceNow tickets
- Manage severity 1 and 2 incidents and outages from initial troubleshooting vendor engagement outage communication and escalation and call bridge management
- Work with internal teams external service providers and vendors to ensure that service interruptions and issues are solved in a timely manner
- Manage all issues in the Data Center Operations (DCO)/Network Operations Control (NOC) and act as shift lead/team lead if needed
- Provide timely support for ad-hoc requests such special processing requests (SPR) file transmissions AFT/FTP/SFTP re-transmissions and other customer requests
- Prepare accurate and up-to-date shift turnover logs documentation and reports regarding all NOC activities during the shift
- Ensure timely execution of requests to remove stop start or bounce any applications servers services databases or any other components of ATPCO IT enterprise
- Create documentation for the NOC to help maintain the Platform Support Services Knowledge database
The Ideal Candidate:
- Prior experience working in the Data Center Operations (DCO)/Network Operations Control (NOC) 24/7 support environment as senior analysts or team lead
- Prior experience providing enterprise-wide support including OpenShift private/public cloud and on-premises mainframe and web-based systems support
- Expertise in Linux shell commands batch processing job scheduling tools and parsing logs for root cause analysis
- Experience using ServiceNow or other ticketing applications
- Familiarity with AWS monitoring tools (Amazon CloudWatch as well as other monitoring tools like Dynatrace SolarWinds Splunk Grafana)
- Familiarity with BMC Mainframe tools like MainView IBM Job Control Language (JCL) TSO/ISPF/SDSF IBM Mainframe NetView Access Services (NVAS)
Salary Range: $83000 - $103959 USD
*The disclosed range estimate has not been adjusted for applicable geographic differential associated with the United States*
Additional Information :
At ATPCO we are deeply committed to diversity equity and inclusion. Our supportive policies promote work-life balance through flexible work arrangements and we cultivate a workplace where every employee feels valued respected and a true sense of belonging.
We consider qualified applicants for employment without regard to race gender age color religion national origin citizenship status marital status disability sexual orientation protected military/veteran status gender identity or expression genetic information marital status medical condition or any other legally protected factor
All your information will be kept confidential according to EEO guidelines.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
