Associate Applications Support Specialist

About Us 

Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago. 

We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning. 

Role Summary

The ARO L1 Analyst provides first line operational support for business‑critical applications. The role focuses on monitoring, alert handling, initial triage, basic troubleshooting, user assistance, and timely escalation, ensuring stable and reliable application operations. L1 works closely with L2/L3 teams and follows runbooks, SOPs, and ITSM processes to maintain service continuity.

Key Responsibilities

Monitoring & Alert Handling

• Monitor application and system health using approved monitoring tools.
• Acknowledge and respond to alerts within SLAs.
• Perform basic triage, identify impacted components, and check application availability.
• Identify common Java-related errors/exceptions from logs.
• Monitor batch jobs (Autosys or equivalent) and perform approved restarts.

Initial Troubleshooting & Recovery

• Execute basic scripts (Shell/Python/PowerShell) for health checks, log collection, and validations.
• Perform standard recovery actions as per runbooks and SOPs.
• Validate application health after restarts or changes.

Incident Management & Escalation

• Log, categorize, and update incidents accurately in ServiceNow or similar ITSM tools.
• Resolve issues within L1 scope; escalate to L2/L3 with complete diagnostic context.

User Support & Documentation

• Assist users with basic issues such as access, navigation, and configuration.
• Contribute to KB articles, SOP updates, and shift handover notes.

Compliance & Collaboration

• Follow security, access control, and audit requirements.
• Work with L2/L3, development, and support teams to improve operational processes.

Technical Skills

• Basic understanding of Java application components (JVM, heap, threads – high-level).
• Basic Unix/Linux commands.
• Ability to execute Shell/Python/PowerShell scripts.
• Familiarity with monitoring tools (Grafana, Splunk, AppDynamics).
• Knowledge of networking basics, batch operations, database basics, MQ, ITSM processes.
• Understanding of Autosys or similar schedulers.

Soft Skills

• Strong communication and customer service skills.
• Ability to follow detailed procedures and document work clearly.
• Analytical mindset and willingness to learn.
• Ability to work in 24×7 rotational shifts.

Experience & Education

• 0.5–2 years of experience in IT operations or application support.
• Bachelor’s degree in IT/Computer Science or equivalent technical qualification (preferred).
• Experience with ticketing systems and remote support tools is a plus.

Working Conditions

• Rotational shifts including nights/weekends/holidays.
• Fast-paced environment with multiple priorities.
• Hybrid working model .

 

 “We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, color, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, or any other status protected by law. Candidates with disabilities who require accommodation during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.”