Support Analyst

Ex; Pune District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Ex is seeking an IT operations/data platform support professional in Pune. You will monitor Hadoop-based data workflows, troubleshoot issues, and coordinate reruns for failed jobs across the stack.

You will also track Airflow DAGs, manage MFT transfers, and monitor Jenkins pipelines, while engaging with ITSM tools to triage incidents and document resolutions.

Qualifications

• Knowledge of Hadoop ecosystem components and basic troubleshooting.
• Familiarity with Airflow DAG monitoring and rerun procedures.
• Experience with MFT tools, monitoring, and reruns.
• Jenkins pipeline monitoring and build status tracking.
• Understanding of AWS services in data engineering context.
• Experience using ITSM platforms for ticketing and workflow management.

Responsibilities

• Monitor Hadoop-related jobs and perform basic troubleshooting.
• Identify and escalate / rerun failed Airflow DAGs.
• Observe MFT transfer jobs and trigger retries as needed.
• Monitor CI/CD pipelines and respond to build failures.
• Work with logs to identify error patterns and resolve incidents.

Skills

Hadoop ecosystem

Apache Airflow

MFT tools

Jenkins

AWS cloud

ServiceNow/ITSM

Log analysis/CLI

Tools

Oozie

Hive

Spark

Grafana

Prometheus

CloudWatch

ServiceNow

Job description

Technical Skills

• knowledge of Hadoop ecosystem: Oozie Workflow Manager, Apache Hive, Apache Spark — job monitoring, resubmission, and basic troubleshooting.
• Familiarity with Apache Airflow: DAG monitoring, task failure identification, and manual trigger/rerun procedures.
• Experience with Managed File Transfer (MFT) tools — monitoring transfer jobs, identifying failures, and initiating reruns.
• Working knowledge of Jenkins — pipeline monitoring, build status tracking, and failure alerting.
• Understanding of AWS cloud services (S3, EMR, CloudWatch, EC2) in a data engineering context.
• Experience using ServiceNow or similar ITSM platforms for ticket logging, triage, and workflow management.
• Ability to read application/system logs and identify error patterns; comfortable with command-line interfaces.

Operational & Soft Skills

• 2-4 years of experience in IT operations or data platform support roles.
• Ability to work in a rotational 24x7 shift environment including nights, weekends, and public holidays.
• Strong attention to detail; disciplined in following runbooks, SOPs, and escalation protocols.
• Clear and concise written communication for ticket documentation and handoff notes.
• Collaborative team player; comfortable working with AI-assisted tools and adapting as automation evolves.
• Ability to work calmly under pressure during high-severity (P1/P2) incident scenarios.

Preferred Qualifications

• ITIL Foundation certification (v3 or v4).
• Exposure to data observability tools (Grafana, Prometheus, Cloud Watch or similar).
• Basic scripting skills (Python/Bash) for log parsing and ad hoc data checks.
• Experience in financial services or fintech data operations.