Application Support Technician

We are seeking an outstanding Application Support Technician to provide tier-2 operational support of commercial software products within the Identity and Access Management domain. This is a critical role on our product delivery team; the Application Support Technician serves as the primary point of contact with our operational customers, including Customer Care Analysts, Incident Management Engineers, and Software Developers from other internal teams.

The Application Support Technician will work directly with emerging public cloud technologies on a highly visible business-critical platform; providing substantial opportunity for skills development and career growth.

General Job Duties

• As a member of a product development team execute support cloud operations processes for enterprise software platforms.
• Follow industry good product support practices to ensure high quality of service.
• Report to management on project status, identify issues that may impede attainment of goals, and accept direction on corrective measures.
• Foster inter-team cooperation as part of a project/program.
• Continuously expand knowledge in area of specialization.
  
  

Specific Job Duties

• Operate as Application Support Technician in a product development and delivery team for a cloud-based Identity and Access Management (IAM) platform.
• Assist in the definition, rollout, and operation of a new Application Support function.
• Provide operational support of production and pre-production software systems hosted in the public cloud.
• Identify and recommend technical and process improvement through recognizing opportunities proactively before problems occur or via resolution of problems.
• Maintain and update technical and process documentation.
• Assist with systems integrations – Single Sign On and Open ID Connect.
• Interact with other teams within the organization and external clients when required to identify and resolve issues.
• Monitor and manage the system by reviewing monitor events and logs.
• Support and champion the Agile Scrum development methodology.
• Collaborate with Software Development Leads and Engineers, Site Reliability Engineers, Product Managers, Customer Care Analysts, and IT Leadership.
• Generate system status reports (outages, performance, stats on usage).
  
  

Skills/Experience Requirements

• Experience in production application administration and support.
• Ability to perform system administration and troubleshooting in both Linux/Unix and Windows environments.
• Understanding of IT Operations best practices in mission-critical high-availability systems.
• Ability to perform self-guided analysis and problem solving.
• Passion and curiosity for solving technical problems.
• Experience with public cloud infrastructure is a major plus (eg. AWS or Azure).
• Professional certification is a plus.
• Manage the ticketing systems ensuring complete details of events are tracked and documented.
• Critical thinking and problem-solving.
• Customer service and relationship management.
• Experience with shell scripting in either UNIX or Windows would be a major plus.
  

It is the policy of IHS Markit to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, IHS Markit will provide reasonable accommodations for qualified individuals with disabilities. We maintain a drug-free workplace. For candidates in the US, we are a participant in E-Verify (see link below).

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