Senior Support Analyst - Clarity PPM - RISK IT

The Production Support Engineer for Clarity?PPM is the primary steward of the live Clarity environment. The role ensures that the tool is always available, performant, secure, and aligned with business processes. The engineer works 24??7 (on call rotation) and partners with the Business, Development, Infrastructure, and Vendor teams to resolve incidents, implement changes, and continuously improve the platform.

Responsibilities

Direct Responsibilities

• System Monitoring & Health:
• Set up automated alerts for SLA breach, job failures, and security events.
• Perform daily health checks and generate green status reports.
• Incident Management
• Log, prioritize, and triage all incoming tickets (ServiceNow, JIRA, etc.).
• Diagnose and resolve production incidents within defined response/resolution times (P1 P4).
• Escalate to vendor or development when root cause exceeds support scope.
• Conduct post incident reviews (PIR) and update knowledge base.
• Problem Management & Root Cause Analysis
• Identify recurring issues and launch problem investigations.
• Drive corrective actions (patches, configuration changes, process tweaks).
• Maintain a backlog of known errors and work with the vendor for fixes.
• Change & Release Management
• Review, test, and approve all change requests (CRs) impacting Clarity (configuration, patches, upgrades, custom scripts).
• Execute scheduled releases using change control tools (e.g., ServiceNow Change Management).
• Perform pre and post deployment validation, rollback planning, and impact analysis.

Technical Qualification

• 3-5 years administering Clarity?PPM (or similar PPM suite).
• Strong SQL/PL SQL (Oracle, SQL Server) writing queries, performance tuning.
• Experience with application servers (Tomcat, WebLogic, JBoss) and Java/J2EE basics.
• Working knowledge of Incident, Problem, Change, and Release Management processes (ITIL Foundation preferred).
• Monitoring (Splunk, New Relic, Dynatrace, Grafana)
• Ticketing (ServiceNow, JIRA Service Management)
• Version control (Git, SVN)
• Documentation platforms (Confluence, SharePoint).
• Scripting (JavaScript, Groovy, PowerShell/Bash) for customizations and automation.

Non-Technical Qualifications

• Excellent communication both verbal and written.
• Excellent problem-solving and logical thinking.
• Team player
• Process-oriented
• Innovation/Out-of-the-box thinking

B.E / B. tech or equivalent

Preferred Certifications / Affiliations:

FRM/CFA certifications would be a plus.