Support Analyst

Support Analyst (Linux/Unix Focused)

Support Analyst

Key Responsibilities

• Provide robust support for systems running on

  Linux/Unix

  ,

  Windows

  , and

  AIX

  .
• Administer and troubleshoot issues related to

  WAS (WebSphere Application Server)

  ,

  CFT (Cross File Transfer)

  ,

  Autosys

  , and

  MQ Series

  .
• Utilize system scripting capabilities to automate tasks and resolve issues efficiently.
• Manage and track incidents and requests using the

  ServiceNow ticketing system

  .
• Monitor system performance and health using tools like

  Dynatrace

  and

  Kibana

  .
• Work with database technologies such as

  Oracle

  and

  SQL Server

  , including the ability to execute basic scripts and queries.
• Leverage

  DevOps tools

  like GitLab, Ansible, and Jenkins to support continuous integration and deployment.
• Develop and maintain scripts using

  Python, Bash, or PowerShell

  to enhance operational efficiency.
• Engage with containerization technologies, including

  Docker

  and

  Kubernetes

  .
• Support applications on

  cloud platforms

  , with a preference for

  IBM Cloud

  .
• Apply understanding of

  ITIL

  or similar ITSM frameworks and tools (e.g., ServiceNow, JIRA Service Management) to maintain high service quality.
• Understand

  IT production backup and resilience setup

  (High Availability setup, Disaster Recovery Plan, etc.).
• Handle issues autonomously, from diagnosis to resolution.
• Identify and implement areas for improving quality and overall delivery of support services.
• Understand application functionalities thoroughly to provide vigilant and effective support.
• Collaborate effectively as a

  team player

  .

Required Skills & Qualifications

• Proficient knowledge and experience with

  Linux administration

  , along with exposure to

  Windows

  and

  AIX

  .
• Experience with

  system scripting

  .
• Hands-on experience with the

  ServiceNow ticketing system

  .
• Familiarity with monitoring tools (e.g., Dynatrace, Kibana).
• Required familiarity with database technology:

  Oracle

  and

  SQL Server

  , including the capability to execute basic scripts and queries.
• Familiarity with DevOps tools including

  Gitlab, Ansible, Jenkins

  .
• Expertise in scripting with one of these:

  Python, Bash, or PowerShell

  .
• Familiarity with containerization technologies (e.g., Docker, Kubernetes).
• Experience with any cloud platforms (preferably IBM Cloud).
• Understanding of

  ITIL

  or similar ITSM frameworks & tools (e.g., ServiceNow, JIRA service management).
• Knowledge of IT production backup and resilience setup (High Availability setup, Disaster Recovery Plan, etc.).
• Good written and spoken English communication skills.