Support Analyst
Dulles, VA

Job Description

Overview

ATPCO is the standard setter in the airline fares ecosystem, we take pride in strengthening connections between airlines and travelers by enabling the seamless management of airfare data across all distribution models.

Responsibilities

The Support Analyst is part of a 24/7 Operations team responsible for monitoring all of ATPCO's mainframe and distributed environments. They will provide operational support for systems hardware, peripherals and software within the data centers and related facilities. Identifies, isolates and resolves problems and work in conjunction with the technical support staff to implement immediate resolutions to more critical problems. Monitors and manages systems consoles for the following: problems, systems/application availability, production scheduling and control, reports distribution, service level support, administration and controls, equipment operation, backup recovery, procedural documentation. The Support Analyst will need to show initiative, be self-motivated, technically sound and have a desire to improve upon the technical foundation already in place

Essential Functions:

* Knowledge of scheduling process and tools, specifically Control M Enterprise Scheduler
* Monitor system performance/services/application performance using industry standard monitoring tools
* Identifies hardware malfunctions and take appropriate corrective action as necessary to troubleshoot/resolve the problem, and/or escalate as necessary.
* Follow documented procedures and provide input on keeping them up to date and relevant.
* A strong team player who is accountable towards business urgency, work in shifts to provide onsite 24x7 coverage to customer, be flexible to work beyond stipulated hours
* Interfaces with appropriate support groups to escalate issues for resolution
* Customer Service mentality with "can do" attitude
* Excellent verbal and writen communication skills
* Ensures that all processes are completed in a timely manner pertaining to all SLA's that are in place

Work experience:

* 3+ years computer operations experience
* Strong problem-solving skills demonstrate excellent interpersonal and communication skills.
* Ability to follow through and bring closure to open incidents
* Strong customer service orientation.
* Ability to work independently with little or no direction

Experience with the following is desired:

Control M Enterprise Scheduler Networking basics z/OS LINUX operation ServiceNow ITIL knowledge MS Office 365