Arena Application / Production Support Engineer

• 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.

Roles & 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.

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.
• 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.

Additional

• 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.