Principal Support Analyst

📋 Description

• Manage ATPCO’s 24/7 operational strategy, ensuring it aligns with organizational objectives and adheres to industry best practices.

• Provide leadership during critical incidents by coordinating cross-functional teams for prompt resolution and minimal downtime.

• Mentor and coach the entire operations team, promoting growth and enhancing leadership skills within the group.

• Propel the development of long-term operational strategies that prioritize scalability, reliability, and automation.

• Lead initiatives to optimize support workflows, enhance monitoring tools, and streamline incident management processes.

• Collaborate with senior leadership to align operational goals with wider business objectives, emphasizing risk management and operational excellence.

• Advocate for a culture of continuous improvement by identifying operational inefficiencies and implementing strategic enhancements.

• Act as a key advisor in shaping ATPCO’s future operational roadmap, offering insights on emerging technologies and best practices.

• Lead the strategic implementation and ongoing enhancement of automation and orchestration practices to boost operational efficiency and effective resource utilization.

⛳️ Requirements

• Extensive experience in enterprise mainframe environments (z/OS, MVS) with in-depth knowledge of batch processing, scheduling, and dependency management in high-volume settings.

• Practical expertise with Control-M and its integration with distributed and cloud platforms (e.g., AWS).

• Demonstrated experience in managing operations within a 24/7 environment, ensuring service reliability and team performance.

• Responsible for incident and problem management, adherence to SLAs, and excellence in production support.

• Capability to lead critical incidents from start to finish with strong communication and coordination skills.

• Strategic mindset aimed at scalability, automation, and continuous improvement.

• Strong technical foundation across infrastructure and systems support.

• Excellent stakeholder communication skills with the ability to align operations with business goals.

🏝️ Benefits

• Remote-First Culture – Flexibility to work from home in your country of hire.

• “Leave Your Way” PTO – Take the time you need, when you need it.

• Inclusive, Collaborative Culture – Be seen, heard, and valued.

• 401(k) with Generous Employer Match – Invest in your future.

• Comprehensive Benefits – Medical, dental, vision, & mental health.

• Global Tuition and Gym Reimbursement – Learn and be well on us.

• Standby Flight Program – Explore the world.