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Application Support/Analyst

Application Support/Analyst (

Job Number:

110000021J)

Description

Senior Web Application Support Analyst
Job Description:
The primary focus of the Senior Web Application Support Analyst is to ensure world class operations of our enterprise applications that support Autodesk's critical business processes. Autodesk is seeking an Application Support Analyst to provide production support of our Enterprise Identity Data Management (EIdM) applications, including LDAP, TAM, and other components that make up identity management stack.
Support Analysts carry out service requests as submitted by our Customers, resolve process and/or system issues and provide education on system features. All work is to be delivered meeting predefined service level objectives to ensure we meet our Business Partner expectations. Support Analysts will also be involved in projects that implement new features or functionality with the goal to ensure supportability and a great go-live experience for our Customers. Tasks would include providing design expertise, creating a post launch support plan, ensuring proper documentation, and ensure knowledge transfer among team members.
We are looking for a senior technical analyst with IBM Tivoli Access Manager expertise, including WebSeal configuration,WebSphere session manager server experience, and IBM LDAP experience. In addition, networking, security, and/or monitoring skills are a plus. This is a great opportunity for someone who is interested in working in a complex and interdependent technical environment and who is a strong self-starter.
Responsibilities:
· Monitors and maintains operational readiness of Autodesk middleware systems and provides 24/7 support on an as-needed basis.
· Provide advance support for all EIdM applications and their interfaces with a goal of meeting Business service levels. Take ownership of critical issues, enlist proper representation from other IT support terms and drive towards resolution.
· Resolve EIdM functional and system issues as identified by Business Partners; includes reviewing business process and appropriate EIdM document workflows to identify cause and recommend corrective actions.
· Analyze and resolve production support or business process issues, including time estimates for corrective action, with an objective of meeting customer service level agreements. Includes identifying root cause and reporting of problem resolution.
· Meet with Business Partners to gather information and prioritize reported defects for submission to Development for resolution
· Propose opportunities for system enhancements that will deliver enhanced functionality and/or simplify system administration
· Develop and refine work plans for changes (including defects fixes, enhancements and/or configuration changes) to the middelware systems. Configure and test changes to system. Coordinate for the promotion of code/configuration changes to the production environment after Quality Control and User Acceptance sign-off.
· Work with other IT support teams and vendors to resolve issues and close requests as appropriate
· Provide financial functional expertise, guidance, presentation, and instruction on financial applications to the business units and users
· Create and maintain support and knowledge documentation
· On occasion, perform off-hours support and act as an on-call escalation point for priority issues
· At senior levels:
o Ensure proper operational monitoring and reporting on the EIdM middleware systems in order to meet the availability objective of the Front Office systems. Take action when issues are reported.
o Participate in agile based projects with an objective of ensuring the change meets the team's goals for quality, reliability and supportability. Key deliverables include the creation of a steady state support plan, performing test cases, creating appropriate documentation, ensuring proper monitoring and the facilitation of team cross training sessions.
Technical Requirements:
· BA/BS or equivalent work experience
· 4+ years Tivoli Access Manager, LDAP, or other Directory Server experience.
· Expert understanding of integration aspects between LDAP, WebSeal, and other EIdM components, and external systems
· IBM Tivoli Access Manager (TAM) expertise
· WebSEAL configuration, troubleshooting and general support
· WebSphere, Session Management Server
· ITDS - LDAP and DB2 support
· Perl expert
· IBM LDAP or other Directory Server Experience
· SAML / PingFederate experience
General Technical Requirements:
· HTTP/S
o Must be an absolute HTTP expert!
o Understand headers, request/response, protocol status codes, redirection
o Have tools experience for testing/debugging (SoapUI, Proxies, Browser plug-ins, etc)
o Security (XSS, SSL, Common attack vectors)
· Advanced Unix (Solaris) systems knowledge
o Performance analysis and troubleshooting
o Scripting (bash and Perl)
o Command line tools
o Network configuration and troubleshooting (netstat, lsof, ipconfig)
o Log file analysis
· Data Collection and Analysis
o Import/Export from DB, to CSV, to other
o Graphing, charting
o Statistical analysis
o Experience with operational analytics tool such as Splunk and Cacti
· Network
o Master of ping, telnet, traceroute, nslookup
o Understand the purpose of and apply: Load Balancing, DMZ's, Firewalls, Logical IP mappings, TCP vs. UDP, Packet sniffing, sockets, TCP connection states
· Security expertise
o Basic Operating System (users, groups, ACLs, file modes and related Unix commands)
o Authentication, Authorization and Access Control systems (LDAP, SAML, OpenID, Web Services)
o Related security protocols and technologies (Encryption, Certificates, SSL/TLS, Hashing)
· Monitoring
o Define and create Web Services / SOAP / HTTP monitors
o Monitoring and operational support system knowledge including SiteScope, Nimsoft monitoring tool and Service Now
o Real time Monitoring
o Reporting
· Recent Object Oriented Development Experience
o One of: Java, C#, C++
o Performance tuning / Memory (GC) / Threading
o Performance Monitoring
o Common Logging mechanisms and log file analysis
Soft Skills Requirements:
· Action oriented. Strong analytical and problem solving skills; experience in both process and solution analysis & design
· Strong communication skills. Ability to communicate at all levels of the organization
· Ability to effectively provide Post Production support of EIdM applications
· Ability to comfortably work in a fast paced, dynamic and event driven environment.
· Ability to clearly communicate with technical and non-technical personnel
· Approachable/Personable/Team Player
· Ability to prioritize and deliver on multiple project deadlines and milestones
· Ability to work effectively with a diverse set of clients in an international organization
· Detail-oriented and thorough
· Self-motivated, willing to work odd hours to complete critical tasks in a timely manner
· Learn quickly!
Desired Knowledge Skills:
· Infrastructure and application administration experience including Apache web server &security module, and HAProxy.
· Middleware system administration knowledge such as TIBCO, Data Power and Amber point.
· ITIL Certified
· Enterprise Application deployment tool experience including Ant, Maven, Hudson or the equivalent.
· Database experience including Oracle, SQL server, MySQL and SQL scripts.
· Worked in a prior IT support role

Primary Location

: Europe, Middle East and Africa-Switzerland