Within the Support Analyst role, you will play a key role in maintaining the stability, performance, and efficiency of our technology environments. You will provide hands-on technical support in diverse areas—from troubleshooting desktop issues (including device management and common software applications) to monitoring and maintaining mission-critical backend systems. Whether supporting core business hours or a 24/7 schedule, you ensure continuous service availability through proactive issue resolution and effective communication.
Roles and Responsibilities :
- Oversee ATPCO’s 24/7 operations strategy, ensuring alignment with organizational goals and industry best practices.
- Provide leadership during critical incidents, coordinating cross-functional teams to ensure swift resolution and minimal downtime.
- Mentor and coach the entire operations team, fostering growth and developing leadership skills within the team.
- Drive the development of long-term operational strategies, focusing on scalability, reliability, and automation.
- Lead efforts to optimize support workflows, improve monitoring tools, and streamline incident management processes.
- Collaborate with senior leadership to align operational objectives with broader business goals, focusing on risk management and operational excellence.
- Champion a culture of continuous improvement, identifying operational inefficiencies and implementing strategic enhancements.
- Serve as a key advisor in shaping ATPCO’s future operational roadmap, providing insights on emerging technologies and best practices.
- Lead the strategic adoption and continuous improvement of automation and orchestration practices, driving operational efficiency and effective resource utilization.
Ideal Candidate
- Strong experience in enterprise mainframe environments (z/OS, MVS) with deep knowledge of batch processing, scheduling, and dependency management in high-volume environments
- Hands-on expertise with Control-M and integration with distributed and cloud platforms (e.g., AWS)
- Proven experience leading operations in a 24/7 environment, driving service reliability and team performance
- Accountable for incident and problem management, SLA adherence, and production support excellence
- Ability to lead critical incidents end-to-end with strong communication and coordination
- Strategic mindset focused on scalability, automation, and continuous improvement
- Solid technical background across infrastructure and systems support
- Strong stakeholder communication skills and ability to align operations with business goals
Salary Range: $105,770 - 130,000
*The disclosed range estimate has not been adjusted for applicable geographic differential associated with the US location*