Sr Support Analyst

Sr. Support Analyst

Bangalore, Karnataka, India

We are seeking a seasoned Support Analyst for experience in supporting AS400 COBOL/RPG with major experience in development, production support and maintenance activities for enterprise-level applications on the IBM iSeries (AS/400) platform. The ideal candidate will possess deep technical expertise in COBOL programming, system integration, and legacy modernization, along with robust analytical and leadership skills. As a Senior Support Analyst, you will be responsible for the analysis, design, development, maintenance, and enhancement of our core mainframe applications. You will play a crucial role in ensuring the stability, performance, and scalability of essential systems, working within an Agile framework to deliver high-quality software solutions.

What you’ll be DOING

What will your essential responsibilities include?

• System and Application Support: Providing advanced, often Tier 2 or Tier 3, support for complex production issues, diagnosing software or hardware faults, and ensuring maximum system availability. This includes participating in a 24/7 on-call rotation when necessary.
• Troubleshooting and Issue Resolution: Identifying root causes of problems, developing and implementing effective fixes, and coordinating troubleshooting efforts with various IT teams (e.g., development, engineering, operations) and clients.
• Application Development and Maintenance: Modifying existing programs and developing new applications using languages such as RPG (RPGLE, Free-form RPG), CL (CLP, CLLE), and embedded SQL for DB2 databases.
• System Administration and Monitoring: Managing day-to-day operations, monitoring system performance (e.g., memory, disk space), managing job queues, implementing security measures, and handling user access.
• Data Management and Integrity: Performing system backups and recovery processes (often using tools like Robot Save or BRMS), managing database files, and ensuring data integrity and security.
• Upgrades and Modernization: Planning and executing system upgrades, applying software patches (PTFs), and working on projects to integrate AS400 applications with newer technologies and external systems (e.g., APIs, Web Services, EDI).
• Documentation and Process Improvement: Creating and maintaining comprehensive technical documentation, developing and implementing procedural improvements, and using ticketing systems like ServiceNow to track issues and resolutions.
• Collaboration and Communication: Acting as a liaison between technical teams and business users to gather requirements, understand business needs, and communicate progress and issues effectively.

You will report to Delivery Lead.

What you will BRING

We’re looking for someone who has these abilities and skills:

Required Skills and Abilities:

• Relevant years of hands-on development expertise in AS400 OS, DB2 database management, and Control Language (CL) programming.
• Proficient in COBOL (CBL/CBLLE) and familiar with RPG (RPG III, RPG IV, RPG Free) is a plus.
• In-depth knowledge of the IBM i (AS400) operating system and architecture.
• Hands-on experience with DB2/400 database management and performance tuning.
• Familiarity with change management tools (e.g., Aldon, Thenon, Turnover) is highly desirable.
• Excellent problem-solving, analytical, and debugging skills.
• Effective verbal and written communication abilities for effective cross-functional collaboration.

Desired Skills and Abilities:

• Demonstrated leadership skills and the ability to work both resiliently and as part of a team
• A bachelor's degree in computer science, Information Technology, or a related field
• Experience with modernization projects, integrating legacy systems with web front ends or APIs.
• Knowledge of specific industry applications (e.g., insurance, finance, billing systems).
• Familiarity with Agile/Scrum development methodologies.

Who WE are

What we OFFER

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
• Robust support for Flexible Working Arrangements
• Enhanced family-friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We’re committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We’re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.