Platform Support Analyst

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. ATPCO links the entire airline community together, collaborating to develop industry standards for airline distribution and end-to-end technology solutions. From shopping to settlement, ATPCO solutions work seamlessly across existing, new, and evolving technologies and methods. Airline-owned and reliably supporting air travel for more than 55 years, ATPCO is everywhere people buy flights.

Employees are eligible for our benefits package including employer matched 401(k), group health insurance and wellness programs, paid time off, tuition reimbursement, standby flight program and employee collaborated work and life standards.

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.

As a Platform Support Analyst, you will assist in providing 24/7 monitoring and support for all ATPCO platforms and applications. This position is within the Platform Support Services (PSS) 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 globally to maximize uptime for ATPCO products.

You Will:

• Proactively monitor all ATPCO Environments, Applications, Platforms, and Infrastructures via consoles and other tools for availability, stability, and performance
• Proactively monitor all processes and scheduled jobs for both Mainframe and Distributed Systems environments such as subscriptions and batch jobs to ensure that they are successfully completed within the required SLA/KPI and scheduled timeframes
• Conduct daily monitoring of recurring support tasks such as monitoring the ticket queue and email, logging all relevant tickets, and closing all resolved tickets
• Support the management of severity 1 and 2 incidents and outages, establish bridge calls, and post provided communications
• Work closely with internal teams, external service providers, and vendors to ensure that the appropriate resources are involved to prevent service interruptions and restore services to normal operation as quickly as possible
• 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
• Implement requests to remove, stop, start, or bounce any applications, servers, services, databases, or any other components of ATPCO’s IT enterprise
• Identify areas in ATPCO applications, systems, and platforms that can be more efficient, thus reducing performance issues, potential bottlenecks, reoccurring problems, and dependencies on manual processes
• Assist with postmortem for major incidents and a complete documentation of the issue, root cause, resolution, action items, and knowledge transfer in a timely manner

The Ideal Candidate:

• Prior experience working in a Network Operations Control (NOC) or Data Center Operations (DCO) support environment
• Strong understanding of the day-to-day Data Center activities such as batch processing cycles
• Experience with Linux shell commands, job scheduling tools, and ITSM tools
• Familiarity with AWS monitoring tools such as Amazon CloudWatch, Dynatrace, SolarWinds, Splunk
• Familiarity with $AVERS, BlueZone, BMC MainView, CICS, IBM Job Control Language (JCL), TSO/ISPF/SDSF, NetView Access is a plus
• Knowledge of tools and software such as Control-M/EM, Fiddler, Postman, Putty, IBM WebSphere, MQ Series, JIRA, DB2, SQL, Redis databases, OpenShift, and VMWare ESXi/vCenter is a plus
• Familiarity with the structure and layers of cloud-based web applications, application servers, and databases, as well as IBM Mainframe z-Series Platform is preferred, but not required