Application Support Analyst

The Production Support Engineer serves as the primary technical authority for the organization's hybrid integration landscape, encompassing IBM MQ, DataPower, API Gateway, and the broader CP4I platform on OpenShift. To build, maintain, and sustain a resilient, high-performance hybrid integration landscape (IBM MQ, DataPower, API Gateway, and CP4I on OpenShift) by shifting the operational paradigm from reactive firefighting to proactive reliability. This is achieved through the rapid restoration of critical services within strict SLAs, the permanent elimination of root causes via rigorous RCA and defect remediation, and the systematic automation of operational workflows to reduce toil.

Qualifications

Type of Qualification: First Degree
Field of Study: Computer Science, Information Technology, Software Engineering, or a related technical field.

Any of the below professional/Technical Certifications (Preferred)
IBM Cloud Pak for Integration (CP4I) Administration
API Gateway certifications (e.g., IBM API Connect Certified Administrator, Apigee Certified Engineer, or AWS Certified API Developer)
IBM Certified Solution Developer – IBM MQ or IBM DataPower Gateway
IBM Certified Administrator – IBM MQ or IBM DataPower Gateway
DevOps-related certifications (e.g., Docker Certified Associate, Jenkins Engineer, or HashiCorp Certified: Terraform Associate)
Certified Kubernetes Administrator (CKA)
Red Hat Certified Specialist in OpenShift Administration (EX280) or Red Hat Certified Engineer (RHCE)
Experience Required

3-4 years
Middleware & Integration Platforms: Hands-on experience administering and supporting IBM MQ and IBM DataPower Gateway in high-volume production environments.
API Management: Proven experience managing and troubleshooting API Gateways (IBM API Connect, Apigee, or equivalent), including policy configuration, security enforcement (OAuth, JWT, mTLS), rate limiting, and developer portal administration.
Cloud Pak for Integration (CP4I): Hands-on experience administering and supporting IBM Cloud Pak for Integration components, including platform installation, lifecycle management, and integration with underlying OpenShift infrastructure.
Production Support: Proven track record of providing 24/7 on-call production support for mission-critical integration platforms, with demonstrated ability to diagnose and resolve incidents under pressure within stringent SLAs
CI/CD Pipelines: Hands-on experience building and maintaining CI/CD pipelines (Jenkins, GitLab CI, Azure DevOps, or equivalent) for automated deployment of integration assets and platform configurations.
Root Cause Analysis: Experience conducting formal Root Cause Analyses (RCAs) for major incidents, including documenting technical findings, collaborating with development teams on code fixes, and tracking remediation to closure.
Change & Release Management: Demonstrated experience executing complex zero-downtime deployments, firmware upgrades, and emergency hotfixes in production environments, including thorough pre- and post-validation and rollback planning.
Performance Tuning: Demonstrated experience conducting capacity planning, performance benchmarking, and tuning of middleware and API platforms to optimize throughput, latency, and resource utilization.
Cross-functional Collaboration: Strong experience collaborating with development, infrastructure, networking, and security teams to drive end-to-end incident resolution and platform improvements.
Disaster Recovery (DR): Proven experience designing, testing, and executing DR and failover drills to validate RTO/RPO targets.
Additional Information

Behavioural Competencies:

Checking Things
Documenting Facts
Embracing Change
Managing Tasks
Taking Action
Team Working
Upholding Standards
Technical Competencies:

Application Support
Availability Management
Business Continuity and Disaster Recovery Planning
Continuous Deployment
Database Administration
Network Security Monitoring
Project Management (Project Mgmt)
Stakeholder Management
Testing (unit, regression, integration)
Trouble Shooting