United Airlines Support Engineer – Information Technology in Chicago, Illinois

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Information Technology

The United IT team designs, develops and maintains massively scaling technology solutions that are brought to life with innovative architectures, data analytics and digital solutions.

Job overview and responsibilities

This Support position in IT Command Center’s Application Recovery Team (ART) requires on-site shift work providing 7x24 operational support for Application Recovery, distributed systems in Unix/Linux, Windows, Virtual (VMWare, HyperV) and Middleware environments. Responsible for day to day monitoring performance and availability of enterprise applications, system performance and analysis of alerts from various tools and restoration of services. Familiarity with standard concepts, practices and procedures within IT Operational Support. Relies on experience and judgment to plan for shift workload and participate in planned change activities as well as incident follow-ups. Creatively managing multiple alerts and incidents to ensure high impacting scenarios are prioritized appropriately and addressed quickly to reduce system impact.

  • Responsible for providing day to day support for Application Recovery and Availability, System Administration via pro-active monitoring for Windows and UNIX/Linux (HPUX, AIX, Solaris, Linux) environments

  • Understanding of various Microsoft tools is a plus

  • Additional monitoring and support required for critical processes in Middleware, Database, Storage and Backup areas

  • Troubleshooting and familiarity with various Middleware components (Messaging technology, Weblogic, Websphere, TomCat, DataPower) is essential

  • Strong knowledge of Enterprise Monitoring Tools such as HP Openview, SiteScope, SCOM, AppDynamics and Big Panda is critical

  • Familiarity with Ticketing System (ServiceNow) is a plus. Responding to alerts from the enterprise monitoring tools, automation and escalation from IT Service Desk

  • Work with cross-functional teams throughout IT to isolate and resolve unplanned outages

Required

  • Experience with application performance tools, intermediate Systems Administration experience in Unix/Linux and Windows server environment required and good understanding of virtual technology

  • Minimum 1-2 years of experience in an operational support role is essential

  • Strong knowledge of ITSM Service Management best practices and strong written and communication skills

  • Strong working knowledge of ITIL Service Management

  • Be able to follow Change, Incident and Problem Management activities

  • Solid verbal and written communication with other technical teams and the business

  • Able to work well with Application support, Server Operations, Network Operations, Middleware, Database and Dev Ops Support teams (on-shore & off-shore) and respond to user reported issues

  • Pro-actively identify application performance, server hardware and software issues to ensure stability and availability 24X7X365

  • Ensure enterprise standards and security are maintained and enforced on hardware and software

  • Quickly and effectively support incident response process, provide troubleshooting expertise using various monitoring tools during incidents and engage in problem management follow-up to implement improvements to prevent similar incidents

  • Ability to independently solve system problems and be self-directed, having attention to details and the ability to capture, organize and analyze information

  • Excellent knowledge of application performance measurement, distributed computing technologies in the UNIX/Linux and Windows space

  • Be able to analyze application, systems issues and assess impact

  • Ensure timely communication and escalation for unresolved issues

  • Be able to work well in a team environment

  • Bachelor’s degree preferred but not required

  • Minimum 3-5 years of end user technical support, hands on Systems Administration experience in Windows as well as Unix/Linux server environment and Virtual technology

  • Understanding of Middleware, Storage and Network component

  • Must be legally authorized to work in the United States for any employer without sponsorship

  • Successful completion of interview required to meet job qualification

  • Reliable, punctual attendance is an essential function of the position

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled