Senior Analyst, Support Operations

Company Description

ATPCO is the foundation of flight shopping, providing pricing and retailing data, tools, and services to 500+ airlines, global distribution systems, sales channels, and technology companies. In addition, ATPCO links the entire airline community together, collaborating to develop industry standards for airline distribution and end-to-end technology solutions. As a result, ATPCO solutions work seamlessly across existing, new, and evolving technologies and methods from shopping to settlement. Airline-owned and reliably supporting air travel for more than 55 years, ATPCO is everywhere people buy flights.

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.

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
• 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
• Manage incidents and provide back-up to the shift leader
• Provide timely support for ad-hoc requests such special processing requests (SPR), file transmissions, AFT/FTP re-transmissions and other customer requests
• Prepare accurate and up-to-date 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 a NOC or 24/7 support environment
• Prior experience providing enterprise-wide support, including OpenShift, private/public cloud and on-premise, 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, CICS, IBM Job Control Language (JCL), TSO/ISPF/SDSF, IBM Mainframe NetView Access Services (NVAS)