Principal Support Analyst

ATPCO•Herndon, VA

16h•Remote

About The Position

Within the Support Analyst role, you will play a key role in maintaining the stability, performance, and efficiency of our technology environments. You will provide hands-on technical support in diverse areas—from troubleshooting desktop issues (including device management and common software applications) to monitoring and maintaining mission-critical backend systems. Whether supporting core business hours or a 24/7 schedule, you ensure continuous service availability through proactive issue resolution and effective communication.

Requirements

Strong experience in enterprise mainframe environments ( z/OS, MVS ) with deep knowledge of batch processing, scheduling, and dependency management in high-volume environments
Hands-on expertise with Control-M and integration with distributed and cloud platforms (e.g., AWS )
Proven experience leading operations in a 24/7 environment , driving service reliability and team performance
Accountable for incident and problem management , SLA adherence, and production support excellence
Ability to lead critical incidents end-to-end with strong communication and coordination
Strategic mindset focused on scalability, automation, and continuous improvement
Solid technical background across infrastructure and systems support
Strong stakeholder communication skills and ability to align operations with business goals

Responsibilities

Oversee ATPCO’s 24/7 operations strategy, ensuring alignment with organizational goals and industry best practices.
Provide leadership during critical incidents, coordinating cross-functional teams to ensure swift resolution and minimal downtime.
Mentor and coach the entire operations team, fostering growth and developing leadership skills within the team.
Drive the development of long-term operational strategies, focusing on scalability, reliability, and automation.
Lead efforts to optimize support workflows, improve monitoring tools, and streamline incident management processes.
Collaborate with senior leadership to align operational objectives with broader business goals, focusing on risk management and operational excellence.
Champion a culture of continuous improvement, identifying operational inefficiencies and implementing strategic enhancements.
Serve as a key advisor in shaping ATPCO’s future operational roadmap, providing insights on emerging technologies and best practices.
Lead the strategic adoption and continuous improvement of automation and orchestration practices, driving operational efficiency and effective resource utilization.