Arena Application / Production Support Engineer

Job Overview:

• We are seeking a knowledgeable Arena Application Support Engineer to oversee and maintain Arena and associated enterprise applications in both production and non-production environments.
• The successful candidate will possess a robust technical background in Unix/Linux shell scripting, Python, cloud concepts, and Hadoop support, along with proven experience in application monitoring, incident management, and production operations.
• The primary responsibilities include monitoring application performance, resolving incidents, automating operational tasks, collaborating with cross-functional teams, and ensuring the availability of applications within established service level agreements.

Key Duties:

• Administer, monitor, and provide support for the Arena application across both production and non-production settings.
• Conduct regular application server service and component health checks.
• Monitor application availability, system performance, logs, alerts, and scheduled tasks.
• Diagnose production challenges, application failures, connectivity issues, and environmental errors.
• Review Unix/Linux logs and execute commands to pinpoint application and server-level issues.
• Create and maintain shell scripts to automate routine monitoring and support tasks.
• Utilize Python to streamline repetitive operational processes, reporting, and health checks.
• Provide operational assistance for Hadoop ecosystem components, including HDFS and Hive.
• Monitor Hadoop jobs and investigate failures, storage issues, and data processing complications.
• Conduct preliminary analysis and troubleshooting before escalating complex problems to L2/L3 infrastructure or engineering teams.
• Manage incidents, service requests, problems, and changes via ServiceNow or a similar ITSM platform.
• Ensure that tickets are prioritized, updated, and resolved within defined SLA timelines.
• Perform root cause analysis for recurring incidents and coordinate permanent solutions with relevant technical teams.
• Assist in application services during server patching, maintenance, deployment, and release tasks.
• Collaborate with infrastructure, database, network, cloud, and application teams for effective issue resolution.
• Troubleshoot performance bottlenecks, access-related issues, and environmental configuration challenges.
• Maintain standard operating procedures, runbooks, troubleshooting guides, knowledge articles, and operational documentation.
• Participate in shift-based support and on-call rotations as required by the project.
• Provide timely updates on incidents and service statuses to both technical and business stakeholders.
• These responsibilities are aligned with the internal Arena Junior and Mid-level job postings, which cover aspects such as Arena monitoring, health checks, root cause analysis, ServiceNow ticket management, patching support, documentation, and cross-functional collaboration.

Technical Qualifications:

• Proficient understanding of Unix/Linux commands and operating system fundamentals.
• Practical experience in shell scripting for task automation and operational support.
• Experience with Python scripting.
• Familiarity with cloud computing fundamentals, preferably AWS.
• Knowledge of the Hadoop ecosystem.
• Understanding of HDFS and Hive.
• Experience supporting applications or tools in production settings.
• Ability to analyze application server and system logs.
• Comprehension of incident, problem, and change management processes.
• Hands-on experience with ServiceNow or a comparable ITSM platform.
• Experience with monitoring tools like Dynatrace or Splunk.
• Basic familiarity with Git or other version control systems.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Effective written and verbal communication skills.
• The internal Arena requirements encompass knowledge of the Hadoop ecosystem, particularly HDFS and Hive, monitoring using Dynatrace and Splunk, Python-based automation scripting, Git, Linux/Unix, and cloud fundamentals.
• Apache Hadoop documentation affirms that Hadoop functionality is extensively managed through shell commands, scripts, and runtime environment variables.
• Preferred Skills
• Experience supporting Arena, Alation, Manta, or similar enterprise applications.
• Exposure to AWS services and cloud-based application environments.
• Knowledge of Rally for user story and feature tracking.
• Experience with application monitoring and log analysis tools.
• Basic understanding of SQL and relational databases.
• Familiarity with scheduling and batch processing tools.
• Experience with access, user role, and permission management.
• Understanding of release deployment and server patching processes.
• Exposure to automation and continuous service improvement initiatives.
• Experience in a 24/7 or globally distributed support environment.

Additional Expectations:

• Strong analytical and troubleshooting capabilities.
• Accountability for incidents from assignment to resolution.
• Adeptness at prioritizing tasks in a production support context.
• Effective collaboration with cross-functional teams.
• Customer-focused mindset and clear communication with stakeholders.
• Ability to work independently as well as within a shift-based support team.
• Eagerness to learn new applications, tools, and technologies.
• Education
• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or a related field.

Preferred Skills:

Technology->OpenSystem->Python - OpenSystem->Python, Technology->Hadoop->Hadoop Ecosystem