System Support

Job Description- Information Technology - Systems Support, Level 3 Position Summary The Information Technology Systems Support Level 3 professional will provide production application and systems support, with primary responsibility for receiving, analyzing, servicing, and routing tickets through Autotime and Service Central. The role will work closely with development and technical teams to resolve system issues and ensure business-critical processes continue to operate effectively.

The successful candidate will have hands-on experience with Autotime, Control-M, and SQL, along with the ability to troubleshoot production issues and coordinate effectively with responsible technical teams.

Key Responsibilities

• Receive, review, prioritize, and service production support tickets through Autotime and Service Central.
• Analyze reported issues and determine the appropriate resolution or responsible technical/development team.
• Route tickets to the appropriate team when development fixes or specialized technical support are required.
• Troubleshoot and resolve operational issues within the scope of the support team.
• Perform Autotime configuration and timecard-related corrections/fixes.
• Monitor automated jobs and assist with resolving job failures.
• Perform operational fixes such as re-running failed jobs when authorized and appropriate.
• Use Control-M for automated job management, monitoring, and troubleshooting.
• Use SQL queries to retrieve and validate information needed for ticket investigation and resolution.
• Document troubleshooting steps, resolutions, and ticket updates accurately.
• Coordinate with development, application, and infrastructure teams to resolve complex production issues.
• Escalate issues appropriately when they require development-level fixes or additional technical expertise.
• Support business-critical applications and processes while maintaining service availability and operational continuity.
• Participate in an on-call rotation after completing the required system training.
• Provide after-hours and occasional weekend support for critical incidents as required.

Required Technical Skills:-

• Autotime - Required

• Autotime configuration

• Timecard fixing/corrections

• Production ticket support

• Troubleshooting and operational support

• Control-M - Required

• Automated job management

• Job monitoring

• Job failure troubleshooting

• Re-running failed jobs

• SQL - Required/Preferred

• Writing basic to intermediate SQL queries

• Retrieving information for ticket investigation

• Validating application/system data

• Service Central

• Experience working with ticketing/service-management systems

• Ticket creation, assignment, routing, tracking, and resolution

Required Qualifications

• Bachelor's degree with 6-8 years of relevant experience, or
• Master's degree with 4-6 years of relevant experience.
• Hands-on experience supporting Autotime in a production environment.
• Experience with Control-M automated job management.
• Working knowledge of SQL for troubleshooting and information retrieval.
• Experience with ticket-based production/application support.
• Strong troubleshooting and problem-solving skills.
• Ability to communicate effectively with development and technical support teams.

Preferred Qualifications

• Experience supporting enterprise or business-critical applications.
• Experience working in a production support or application support environment.
• Familiarity with Service Central or similar IT service-management platforms.
• Experience coordinating incidents with multiple technical teams.
• Experience working in an on-call support environment.