Senior Support Analyst - Remote

Overview

The Senior Support Analyst is responsible for providing 24/7 monitoring and support for all ATPCO platforms and applications, ensuring maximum uptime for products and services.

In Short

• Monitor all ATPCO environments, applications, platforms, and infrastructures.
• Manage incoming emails, phone calls, and ServiceNow tickets.
• Handle severity 1 and 2 incidents and outages.
• Work with internal teams and vendors to resolve service interruptions.
• Provide timely support for ad-hoc requests.
• Create documentation for the NOC.
• Prepare accurate shift turnover logs and reports.
• Ensure timely execution of requests related to ATPCO IT enterprise.
• Act as shift lead/team lead if needed.
• Familiarity with AWS monitoring tools and mainframe tools.

Requirements

• Experience in a 24/7 support environment as a senior analyst or team lead.
• Enterprise-wide support experience including cloud and mainframe systems.
• Expertise in Linux shell commands and job scheduling tools.
• Experience using ServiceNow or similar ticketing applications.
• Familiarity with AWS monitoring tools like Amazon CloudWatch.
• Knowledge of BMC Mainframe tools.

Benefits

• Remote-first culture with flexibility to work from home.
• “Leave Your Way” PTO policy.
• 401(k) with generous employer match.
• Comprehensive medical, dental, vision, and mental health benefits.
• Global tuition and gym reimbursement.
• Standby flight program for travel opportunities.
• Inclusive and collaborative culture.