Support Analyst

Technical Skills

• knowledge of Hadoop ecosystem: Oozie Workflow Manager, Apache Hive, Apache Spark — job monitoring, resubmission, and basic troubleshooting.

• Familiarity with Apache Airflow: DAG monitoring, task failure identification, and manual trigger/rerun procedures.

• Experience with Managed File Transfer (MFT) tools — monitoring transfer jobs, identifying failures, and initiating reruns.

• Working knowledge of Jenkins — pipeline monitoring, build status tracking, and failure alerting.

• Understanding of AWS cloud services (S3, EMR, CloudWatch, EC2) in a data engineering context.

• Experience using ServiceNow or similar ITSM platforms for ticket logging, triage, and workflow management.

• Ability to read application/system logs and identify error patterns; comfortable with command-line interfaces.

Operational & Soft Skills

• 2–4 years of experience in IT operations or data platform support roles.

• Ability to work in a rotational 24×7 shift environment including nights, weekends, and public holidays.

• Strong attention to detail; disciplined in following runbooks, SOPs, and escalation protocols.

• Clear and concise written communication for ticket documentation and handoff notes.

• Collaborative team player; comfortable working with AI-assisted tools and adapting as automation evolves.

• Ability to work calmly under pressure during high-severity (P1/P2) incident scenarios.

Preferred Qualifications

• ITIL Foundation certification (v3 or v4).

• Exposure to data observability tools (Grafana, Prometheus, Cloud Watch or similar).

• Basic scripting skills (Python/Bash) for log parsing and ad hoc data checks.

• Experience in financial services or fintech data operations.

Monitoring & Alerting

• Proactively monitor data pipelines, batch jobs, Oozie workflows, Airflow DAGs, MFT transfers, and Jenkins jobs across all platform components.

• Respond to automated alerts within SLA windows; validate, categorise, and action each alert using established runbooks.

• Monitor Hadoop cluster health (HDFS, YARN, Spark, Hive); report anomalies and trigger job restarts/reruns per standard operating procedures.

• Perform job monitoring and report cloud resource utilisation anomalies to the Lead.

Incident Management & Triage

• Register and confirm all incoming tickets in ServiceNow; acknowledge the issue logger within SLA (<15 minutes).