Senior Support Analyst

ATPCO is the world's primary source for air fare content, holding over 200 million fares across 160 countries. Every day, the travel industry relies on ATPCO's technology and data solutions to help millions of travelers reach their destinations efficiently. Join us and contribute to the development of innovative applications that power global travel. ATPCO is everywhere people buy flights.

We’re not just shaping the future of air travel– we’re redefining how and where great work happens. At ATPCO, we believe in flexibility, trust, and a culture where your wellbeing comes first

Why Join Us?​

✅ Remote-First Culture – Flexibility to work from home in your country of hire​

✅ “Leave Your Way” PTO– Take the time you need, when you need it​

✅ 401(k) with Generous Employer Match– Invest in your future​

✅ Comprehensive Benefits– Medical, dental, vision, & mental health​

✅ Global Tuition and Gym Reimbursement– Learn and grow on us​

✅ Standby Flight Program– Explore the world​

✅ Inclusive, Collaborative Culture– Be seen, heard, and valued​

Our Culture:​

We’ve built a remote-first culture rooted in trust, transparency, and belonging. With open-door leadership, weekly 1:1s, and real-time recognition, we keep our people connected and valued—no matter where they work.​

Our cultural pillars of Collaboration, Empowerment, Innovation, Learning, Transparency, and Trust guide how we show up for one another and grow together.

As a Senior Support Analyst, you are responsible for providing 24/7 monitoring and support for all ATPCO platforms and applications. This position is within the Technology Platforms Services team who manages the foundational platforms that our product teams consume to build, deploy and host scalable and reliable products and services. The platforms consist of our Private and Public cloud offerings while also offering 24/7 operations monitoring and support to maximize uptime for ATPCO products.

You will:

• Monitor all ATPCO environments, applications, platforms, and infrastructures, via consoles and other tools both Mainframe and Cloud based distributed applications.
• Monitor all processes and scheduled jobs for both Mainframe and Distributed Systems environments like subscriptions and batch jobs and ensure that they are successfully completed
• Manage incoming emails, phone calls, and ServiceNow tickets
• Manage severity 1 and 2 incidents and outages, from initial troubleshooting, vendor engagement, outage communication and escalation, and call bridge management
• Work with internal teams, external service providers, and vendors to ensure that service interruptions and issues are solved in a timely manner
• Manage all issues in the Data Center Operations (DCO)/Network Operations Control (NOC) and act as shift lead/team lead if needed
• Provide timely support for ad-hoc requests such special processing requests (SPR), file transmissions, AFT/FTP/SFTP re-transmissions and other customer requests
• Prepare accurate and up-to-date shift turnover logs, documentation and reports regarding all NOC activities during the shift
• Ensure timely execution of requests to remove, stop, start, or bounce any applications, servers, services, databases or any other components of ATPCO IT enterprise
• Create documentation for the NOC to help maintain the Platform Support Services Knowledge database

The Ideal Candidate:

• Prior experience working in the Data Center Operations (DCO)/Network Operations Control (NOC) 24/7 support environment as senior analysts or team lead
• Prior experience providing enterprise-wide support, including OpenShift, private/public cloud and on-premises, mainframe and web-based systems support
• Expertise in Linux shell commands, batch processing, job scheduling tools, and parsing logs for root cause analysis
• Experience using ServiceNow or other ticketing applications
• Familiarity with AWS monitoring tools (Amazon CloudWatch as well as other monitoring tools like Dynatrace, SolarWinds, Splunk, Grafana)  
• Familiarity with BMC Mainframe tools like MainView, IBM Job Control Language (JCL), TSO/ISPF/SDSF, IBM Mainframe NetView Access Services (NVAS)

Salary Range: $83,000 - $103,959 USD

*The disclosed range estimate has not been adjusted for applicable geographic differential associated with the United States*

At ATPCO, we are deeply committed to diversity, equity, and inclusion. Our supportive policies promote work-life balance through flexible work arrangements, and we cultivate a workplace where every employee feels valued, respected, and a true sense of belonging.

We consider qualified applicants for employment without regard to race, gender, age, color, religion, national origin, citizenship status, marital status, disability, sexual orientation, protected military/veteran status, gender identity or expression, genetic information, marital status, medical condition, or any other legally protected factor

All your information will be kept confidential according to EEO guidelines.