Job Summary

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 solid technical foundation in Unix/Linux, shell scripting, Python, cloud fundamentals and Hadoop support, along with experience in application monitoring, incident management and production operations.

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.

Technical Requirements
- 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.

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.

Additional Responsibilities
- Strong analytical and troubleshooting ability.
- Ownership of incidents from assignment through resolution.
- Ability to prioritize tasks in a production-support environment.
- Effective collaboration with cross-functional teams.
- Customer-focused approach and clear stakeholder communication.
- Ability to work independently and within a shift-based support team.
- Willingness to learn new applications, tools and technologies.

Education
- Bachelor's or master's degree in Computer Science, Information Technology, Engineering or a related discipline.
- Bachelor of Engineering

Service Line
- Data Analytics Unit

📌 Arena Application / Production Support Engineer (Hyderabad)
🏢 Infosys
📍 Hyderabad