Senior Technical Support Engineer; Exp of UC​/Automic V12​/V21

Position: Senior Technical Support Engineer (Exp of UC4/Automic V12/V21 is must)
Work shift timing: 3:00 AM IST to 7 PM IST on Weekdays, 24
* 2 on Weekend plus Canadian holidays.
We have shift allowance, for weekend, night shift, and holiday shifts.

Project

Description:

Our client, a multi-employer defined benefit pension plan for Ontario that is serving more than 400,000 members who provide valued services at more than 610 employers across Ontario province. Current growing demand for support of mission critical applications requires support function to oversee end of day batches for 9 critical applications, meet set out SLAs (response and resolutions), perform small enhancements to improve stability and efficiency, generate statistics to derive meaningful actions, and provide updates to upper management.

Role Overview
We are seeking a highly skilled Senior Support Engineer with a deep technical background in UC4 (Automic) Administration and complex infrastructure support. The ideal candidate will have hands-on experience executing Zero Downtime Upgrades (ZDU) and a proven track record of managing large-scale batch automation environments. You will be responsible for ensuring the stability of our automation platform, automating routine tasks via Unix scripting, and troubleshooting complex database-driven workflows.

Responsibilities:

• UC4/Automic Administration & Upgrades

• Perform end-to-end UC4/Automic administration, including installation, configuration, and maintenance of Automation Engines, Agents, and Service Managers.

• Lead and execute UC4 Zero Downtime Upgrades (ZDU) and manual upgrades across Development, UAT, and Production environments.

• Manage system performance tuning, capacity planning, and health checks of the Automic ecosystem.

• Configure and troubleshoot Utilities (Reporting tool, DB Unload, Archive).

• Scripting & Database Management

• Develop and maintain advanced Unix/Linux Shell scripts to automate manual support tasks and system monitoring.

• Write and optimize SQL queries for backend troubleshooting, data extraction, and performance analysis within the Automic database schema.

• Handle database-level maintenance tasks related to the automation engine.

• Production Support & Process Excellence

• Provide robust L2/L3 support in a rotational shift environment, ensuring high availability of business-critical batch cycles.

• Adhere strictly to ITIL processes, including Incident Management, Change Management (CAB), and Problem Management.

• Create and update technical documentation, SOPs, and Root Cause Analysis (RCA) reports for major incidents.

Mandatory Skills

Description:

• Workload Automation: 5-6 years of core experience in Automic (UC4) V12/V21.

• Upgrades:
Specific expertise in Zero Downtime Upgrade (ZDU) methodology.

• Operating Systems:
Strong proficiency in Unix/Linux environments (command line, file management, permissions).

• Scripting:
Expert level in Shell Scripting (Bash/Korn).

• Databases:
Solid understanding of SQL (Oracle, SQL Server, or Postgre

SQL).

• Architecture:
Knowledge of AE (Automation Engine) architecture, including PWP, WP, and CP processes.

Soft Skills & Operational Requirements

• Shift Flexibility:
Must be comfortable working in a 16/5 and 24/7 shift model, including weekends and holidays.

• Communication:
Excellent verbal and written communication skills for coordinating with global stakeholders and clients.

• Problem Solving: A methodical approach to troubleshooting "bridge call" situations and high-pressure system outages.

Languages:

English: C1 Advanced