Job Description

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What We'll Bring:

We are looking for a skilled Application Support Analyst to join our 24x7 production support team. The ideal candidate will have strong experience in supporting applications hosted on cloud platforms and containerized environments (Docker, Kubernetes), with deep expertise in Linux, SQL, and automation. The role involves incident management, batch job execution, shell scripting, and active participation in bridge calls. Excellent communication and collaboration skills are essential for coordinating with internal teams and external vendors to ensure timely resolution and system stability

What You'll Bring:

• Provide L1 and L2 support for critical business applications, ensuring high availability and rapid incident resolution.
• Monitor application and infrastructure health using tools like Grafana, Splunk, AppDynamics, and Spotfire.
• Handle bridge calls during major incidents, ensuring effective communication and coordination across teams.
• Troubleshoot and resolve incidents, perform root cause analysis, and collaborate with development and infrastructure teams for permanent fixes.
• Execute and monitor batch jobs, cron jobs, and scheduled tasks; ensure timely completion and issue resolution.
• Develop and maintain shell scripts and automation tools to streamline support operations.
• Participate in release and change management activities, including pre- and post-deployment validations.
• Work with DevOps tools such as Git, Jenkins, Docker, Kubernetes, and CI/CD pipelines in cloud environments (AWS/Azure).
• Follow ITIL processes including Incident, Problem, and Change Management using tools like ServiceNow or BMC Remedy.
• Document support procedures, RCA reports, and knowledge base articles for operational efficiency.
• Communicate effectively with stakeholders, providing timely updates, impact assessments, and resolution plans.

Impact You'll Make:

• 3–5 years of experience in Application Support, preferably in a 24x7 environment.
• Strong hands-on expertise in Linux/Unix systems, including shell scripting and system troubleshooting.
• Proficiency in SQL for data analysis and issue investigation.
• Experience with cloud platforms (AWS, Azure) and supporting distributed applications.
• Familiarity with containerization and orchestration using Docker and Kubernetes.
• Prior experience in automation of support tasks using scripting languages (Shell, Python).
• Exposure to ITSM tools like ServiceNow or BMC Remedy.
• Experience in handling bridge calls and coordinating with multiple teams during high-priority incidents.
• Solid understanding of ITIL processes and certified in ITIL or other relevant frameworks.
• Excellent communication and interpersonal skills for effective collaboration across teams and vendors.
• Experience with Ab Initio, cron jobs, and batch processing is a plus.

• SRE Mindset Additions

• Apply SRE principles to improve reliability, scalability, and performance of supported applications through proactive monitoring and automation.
• Focus on reducing toil by automating repetitive tasks and improving operational efficiency.
• Participate in blameless postmortems and contribute to continuous improvement initiatives based on incident learnings.
• Drive observability enhancements by integrating metrics, logs, and traces into monitoring dashboards.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Analyst, Applications Support