UNIX Application/Production Support Analyst (w/ AWS)

Responsibilities:

• Provide 2nd line production operational support for Linux/UNIX application services, many of which are business critical.
• Be a point of contact for stakeholder communications for the Service Operations teams including Unix Application, Unix Infrastructure support and Unix DBA Support
• Provide remote and onsite support for internally developed business critical applications and 3rd Party vendor packages through Dev, Test, UAT and Prod.
• Manage and escalate problems as appropriate.
• Provide 24/7 on-call cover on a rotational shift basis.
• Ensure that the BAU Service is prioritized, and all faults, incidents and problems are responded to in an efficient manner without negatively impacting SLAs and reporting metrics in place.
• Investigate defects or problems; work with the internal Development team and external vendors to identify workarounds and support any fixes that are required as part of service improvement.
• Implement Changes or fixes to applications. Support other technical changes being made which affect the Business Systems. Follow the Change Management procedure and other standard practices in installing and configuring applications in Test and Production environments.
• Upgrade or maintain software at a time when the impact to the business is minimized.
• Participate in regular Disaster Recovery testing activities.
• Create, maintain, and review operational process and support documentation.
• Participate in planned weekend work as required.
• Through example and behavior, strive to provide peer leadership to other team members ensuring a level of excellence is achieved in delivering the service.
• Participate in the successful release and transition of new IT services into support, meeting the team's service acceptance criteria.

Qualifications:

• Must have strong experience of supporting critical production applications in a Redhat Enterprise Linux, command line, environment.
• Must have strong experience of supporting Applications using Amazon Web Services (AWS).
• Experience of supporting IBM WebSphere MQ.
• Experience of supporting Swift messaging applications.
• Ability to perform diagnostic and troubleshooting of AWS Product set such as EC2, Lambda, EKS, ECR, Workspaces, EBS, EFS, S3, RDS MSSQL, Route 53, VPC, Cloud Formation.
• Strong experience in working with ticket systems such as Service Now and an understanding of priorities and SLAs.
• Experience of Release Management processes for the deployment of application packages from development through to production environments.
• Strong documentation and technical writing skills.
• Ability to collaborate effectively with Development teams and other operational support teams (Service Management and Engineering), to support the end-to-end service.
• Knowledge of ITIL framework (understanding of Incident, Problem, Change).
• Experience with WebSphere Application server and Apache Tomcat.
• Experience with maintenance of SSL Certs for ISVA/LDAP/WebSphere components.
• Scripting skills in languages such as Shell and Python.
• Strong experience of supporting proprietary developed business critical banking applications.
• Experience of running queries against PostgreSQL and DB2 databases.
• Supporting Applications in a windows environment (preferred).
• Experience of providing cross training on application solutions and operational processes to colleagues (preferred). 
• Bachelor's degree or equivalent.
• Prior IT operational support experience across business-critical Production environment, infrastructure, applications and database services.
• Industry standard IT certification – AWS / RHEL / IBM MQ (preferred).
• ITIL certification (preferred).