Infosys—Arena Application / Production Support Engineer

Job description

Description: Administer, monitor and support the Arena application across production and non-production environments. Perform routine application, server, service and component health checks. Monitor application availability, system performance, logs, alerts and scheduled processes. Troubleshoot production issues, application failures, connectivity problems and environmental errors. Analyze Unix/Linux logs and execute commands to identify application and server-level issues. Develop and maintain shell scripts to automate routine monitoring and support activities. Use Python to automate repetitive operational tasks, reporting and health checks. Provide operational support for Hadoop ecosystem components, including HDFS and Hive. Monitor Hadoop jobs and investigate job failures, storage issues and data-processing problems. Perform initial analysis and troubleshooting before escalating complex issues to L2/L3, infrastructure or engineering teams. Handle incidents, service requests, problems and changes through ServiceNow or a similar ITSM platform. Ensure tickets are prioritized, updated and resolved within defined SLA timelines. Perform root-cause analysis for recurring incidents and coordinate permanent fixes with relevant technical teams. Support application services during server patching, maintenance, deployment and release activities. Coordinate with infrastructure, database, network, cloud and application teams for issue resolution. Troubleshoot performance bottlenecks, access-related problems and environmental configuration issues. Maintain SOPs, runbooks, troubleshooting guides, knowledge articles and operational documentation. Participate in shift-based support and on-call rotations based on project requirements. Provide timely incident and service-status updates to technical and business stakeholders. These responsibilities align with the internal Arena_Junior_level_job posting (1) and Arena_Mid_level_job posting (1), which cover Arena monitoring, health checks, RCA, ServiceNow ticket handling, patching support, documentation and cross-functional coordination. Requirements: We are looking for an experienced Arena Application Support Engineer to maintain and support Arena and related enterprise applications across production and non-production environments. The ideal candidate should have a strong technical foundation in Unix/Linux, shell scripting, Python, cloud fundamentals and Hadoop support, along with experience in application monitoring, incident management and production operations. The candidate will be responsible for monitoring application health, resolving incidents, automating operational activities, coordinating with cross-functional teams and ensuring application availability within agreed service levels. Responsibilities: Administer, monitor and support the Arena application across production and non-production environments. Perform routine application, server, service and component health checks. Monitor application availability, system performance, logs, alerts and scheduled processes. Troubleshoot production issues, application failures, connectivity problems and environmental errors. Analyze Unix/Linux logs and execute commands to identify application and server-level issues. Develop and maintain shell scripts to automate routine monitoring and support activities. Use Python to automate repetitive operational tasks, reporting and health checks. Provide operational support for Hadoop ecosystem components, including HDFS and Hive. Monitor Hadoop jobs and investigate job failures, storage issues and data-processing problems. Perform initial analysis and troubleshooting before escalating complex issues to L2/L3, infrastructure or engineering teams. Handle incidents, service requests, problems and changes through ServiceNow or a similar ITSM platform. Ensure tickets are prioritized, updated and resolved within defined SLA timelines. Perform root-cause analysis for recurring incidents and coordinate permanent fixes with relevant technical teams. Support application services during server patching, maintenance, deployment and release activities. Coordinate with infrastructure, database, network, cloud and application teams for issue resolution. Troubleshoot performance bottlenecks, access-related problems and environmental configuration issues. Maintain SOPs, runbooks, troubleshooting guides, knowledge articles and operational documentation. Participate in shift-based support and on-call rotations based on project requirements. Provide timely incident and service-status updates to technical and business stakeholders. These responsibilities align with the internal Arena_Junior_level_job posting (1) and Arena_Mid_level_job posting (1), which cover Arena monitoring, health checks, RCA, ServiceNow ticket handling, patching support, documentation and cross-functional coordination. Skills: Strong working knowledge of Unix/Linux commands and operating-system fundamentals. Hands-on experience in shell scripting for task automation and operational support. Working knowledge of Python scripting. Understanding of cloud-computing fundamentals, preferably AWS. Experience or working knowledge of the Hadoop ecosystem. Knowledge of HDFS and Hive. Experience supporting applications or tools in production environments. Ability to analyze application, server and system logs. Understanding of incident, problem and change-management processes. Hands-on experience with ServiceNow or a similar ITSM platform. Experience working with monitoring tools such as Dynatrace or Splunk. Basic understanding of Git or another version-control system. Strong troubleshooting, analytical and problem-solving skills. Good written and verbal communication skills. The internal Arena requirements include Hadoop ecosystem knowledge, particularly HDFS and Hive, monitoring through Dynatrace and Splunk, Python-based automation, scripting, Git, Linux/Unix and cloud fundamentals. Apache Hadoop documentation also confirms that Hadoop functionality is managed extensively through shell commands, scripts and runtime environment variables. Preferred Skills Experience supporting Arena, Alation, Manta or similar enterprise tools. 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. Knowledge of scheduling and batch-processing tools. Experience with access, user-role and permission management. Familiarity with release, deployment and server-patching activities. Exposure to automation and continuous service-improvement initiatives. Experience working in a 24/7 or globally distributed support environment.