Requisition Post Information* : Posted Date
2 days ago(9/17/2025 12:11 PM)
Requisition ID
2025-1857
# of Openings
1
Responsibilities
The Application Support Analyst is responsible for first level response to Tenerity application platforms which including outages, job failures, and enterprise monitoring (file monitoring, job monitoring, file transfer monitoring, etc).
Monitoring and assessing potential issues relating to critical services for electronic file transfer, batch files processing and systems monitoring.
Monitor all incoming alerts using various tools and perform actions based on predefined Standard Operating Procedures (SOP).
Day to day activities include processing service requests for internal/external connections, file transfer configuration and encryption key setups, creating/modifying alerts and dashboards on monitoring tool as well as investigating and/or resolving job or database script issues.
Escalates issues requiring second-level support to appropriate individuals using the established escalation procedures.
Participate in the ongoing process of investigating, troubleshooting and providing resolution to technical issues.
Accurately troubleshoot, reproduce, and document issues and other pertinent information in Incident or Problem tickets.
Handle incident ticket queue and perform various tasks as assigned to ensure Service Level Agreements (SLA) and Operational targets are met.
Participate in production change plans that could affect functionality and alerting of our applications/tools.
The role demands a highly motivated individual with strong technical skills. The workload is driven by error reporting, change activity and tickets raised both through error detection and our ticketing system.
Coordinate across teams within the organization, working closely with peers to ensure the appropriate focus and sense of urgency is applied to all requests and issues.
Create and maintain knowledge base article content.
Will be required to work in a 24x7x365 environment.
Monthly rotation of work schedules (morning, mid, night shifts).
Work hours: 9x5 (includes 1 hour break)
Shift schedule varies depending on the business needs.
Must be able to cover shifts as required.
Work Arrangement: Temporary Hybrid work setup. Currently, once a week onsite.
Qualifications
Bachelor’s degree in IT, Computer Engineering or any related field (equivalent work experience will be considered).
3+ years’ experience in any related field preferred MFT-GoANyWhere, CrushFTP, IBM IWS, New Relic or other related tool.
In depth knowledge on file transfer protocols: SFTP, HTTP/HTTPS, FTP, FTPS, NDM, and/or SSH, PGP/GPG
Strong understanding of encryption methodologies and security protocols: PGP, ciphers, key exchanges for the encryption with public and private keys as well as user and device authentication processes to secure the connection.
2+ years’ experience of scripting languages such as SQL, JavaScript, Perl, Python, DOS batch file and/or UNIX shell scripting. Knowledgeable in data and security compliance: PCI, SOX, CCPA, EU GDPR, HIPAA Experience with installation, configuration and administration in New Relic monitoring (or other monitoring tools)
Knowledgeable of Networking protocols, concepts and ports: (TCP/IP, UDP, SMTP, DNS, DHCP, and ICMP)
Experience with configuring SNMP, Agent and WMI protocols.
Knowledgeable of Access Control Lists (ACL).
Experience with cloud technologies (AWS, Azure, VMware, etc.).
Experience with Linux Operating System and using Putty CLI commands.
Ability to function independently as well as work in a collaborative environment.
Strong analytical and organizational skills.
Focus on excellent customer service.
Must be amenable to work on a shifting schedule. Availability to work various shifts covering a 24/7 environment, which include weekends and holiday coverage. Equipment/System Requirements:
Minimum internet speed of 50 MBPS.
Must have a backup internet connection for any connectivity issues; otherwise, must report onsite.
Onsite attendance is mandated once a week on a designated day for the team