Full-Time Senior Support Analyst

• Monitor all ATPCO environments, applications, platforms, and infrastructures, via consoles and other tools both Mainframe and Cloud based distributed applications.
• 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

• 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)

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