Application Support Analyst

Responsibilities

• The Application Support Analyst is responsible for first level response to Tenerity application platforms which including outages, job failures, and enterprise monitoring (file monitoring, job monitoring, file transfer monitoring, etc).
• Monitoring and assessing potential issues relating to critical services for electronic file transfer, batch files processing and systems monitoring.
• Monitor all incoming alerts using various tools and perform actions based on predefined Standard Operating Procedures (SOP).
• Day to day activities include processing service requests for internal/external connections, file transfer configuration and encryption key setups, creating/modifying alerts and dashboards on monitoring tool as well as investigating and/or resolving job or database script issues.
• Escalates issues requiring second-level support to appropriate individuals using the established escalation procedures.
• Participate in the ongoing process of investigating, troubleshooting and providing resolution to technical issues.
• Accurately troubleshoot, reproduce, and document issues and other pertinent information in Incident or Problem tickets.
• Handle incident ticket queue and perform various tasks as assigned to ensure Service Level Agreements (SLA) and Operational targets are met.
• Participate in production change plans that could affect functionality and alerting of our applications/tools.
• The role demands a highly motivated individual with strong technical skills. The workload is driven by error reporting, change activity and tickets raised both through error detection and our ticketing system.
• Coordinate across teams within the organization, working closely with peers to ensure the appropriate focus and sense of urgency is applied to all requests and issues.
• Create and maintain knowledge base article content.
• Will be required to work in a 24x7x365 environment.
  • Monthly rotation of work schedules (morning, mid, night shifts).
  • Work hours: 9x5 (includes 1 hour break)
  • Shift schedule varies depending on the business needs.
  • Must be able to cover shifts as required.
  • Work Arrangement: Temporary Hybrid work setup. Currently, once a week onsite.

• Bachelor’s degree in IT, Computer Engineering or any related field (equivalent work experience will be considered).
• 3+ years’ experience in any related field preferred MFT-GoANyWhere, CrushFTP, IBM IWS, New Relic or other related tool.
• In depth knowledge on file transfer protocols: SFTP, HTTP/HTTPS, FTP, FTPS, NDM, and/or SSH, PGP/GPG
• Strong understanding of encryption methodologies and security protocols: PGP, ciphers, key exchanges for the encryption with public and private keys as well as user and device authentication processes to secure the connection.
• 2+ years’ experience of scripting languages such as SQL, JavaScript, Perl, Python, DOS batch file and/or UNIX shell scripting. Knowledgeable in data and security compliance: PCI, SOX, CCPA, EU GDPR, HIPAA Experience with installation, configuration and administration in New Relic monitoring (or other monitoring tools)
• Knowledgeable of Networking protocols, concepts and ports: (TCP/IP, UDP, SMTP, DNS, DHCP, and ICMP)
• Experience with configuring SNMP, Agent and WMI protocols.
• Knowledgeable of Access Control Lists (ACL).
• Experience with cloud technologies (AWS, Azure, VMware, etc.).
• Experience with Linux Operating System and using Putty CLI commands.
• Ability to function independently as well as work in a collaborative environment.
• Strong analytical and organizational skills.
• Focus on excellent customer service.
• Must be amenable to work on a shifting schedule. Availability to work various shifts covering a 24/7 environment, which include weekends and holiday coverage. Equipment/System Requirements:
• Minimum internet speed of 50 MBPS.
• Must have a backup internet connection for any connectivity issues; otherwise, must report onsite.
• Onsite attendance is mandated once a week on a designated day for the team
• Dedicated and professional remote workspace.