Are you someone who enjoys troubleshooting technical issues, investigating what’s happening behind the scenes, and finding the root cause of unfamiliar problems? Do you feel comfortable working with logs, dashboards, alerts, and monitoring tools to turn incidents into clear diagnoses and solutions?
We’re looking for a Data & Infrastructure Support Engineer to join our team at ATI Business Group. As the first point of contact for data and infrastructure incidents, you’ll investigate support tickets, monitor system health, troubleshoot issues across infrastructure and data platforms, and either resolve them or escalate them with clear diagnostic context. Beyond the core Level 1 support responsibilities, you’ll also have opportunities to grow into areas such as RPA and AI/LLM support as our technology environment continues to evolve.
Key Responsibilities
- Act as the first point of contact for data and infrastructure incidents, investigating issues, identifying probable causes, and resolving or escalating them with clear supporting details.
- Review logs, dashboards, alerts, and monitoring tools to identify failure patterns and determine whether issues are temporary or systemic.
- Support the health and availability of servers, cloud services, networking, and storage while troubleshooting connectivity, performance, and availability issues.
- Monitor and troubleshoot data pipelines, ETL/ELT jobs, data warehouses, and scheduled processes, including job failures, data quality alerts, latency, and throughput issues.
- Manage support tickets and queues within SLA, keep stakeholders informed, and escalate complex issues to Level 2/3 teams with clear diagnostic context.
- Follow existing runbooks and contribute to improving troubleshooting procedures and documentation based on newly identified issues.
- Identify opportunities to improve monitoring, alerting, and support processes to reduce recurring incidents and manual effort.
- Gain exposure to RPA operations and AI/LLM-powered solutions by supporting basic monitoring and incident triage alongside the relevant engineering teams.
Is this you?
- Experience in technical support, service desk, infrastructure support, or data operations, with a strong troubleshooting mindset.
- Comfortable investigating unfamiliar issues using logs, dashboards, alerts, and observability tools such as Grafana, Datadog, Azure Monitor, Splunk, or similar.
- Familiarity with SQL, data querying, and data pipeline or ETL concepts such as jobs, schedules, and dependencies.
- Understanding of cloud infrastructure fundamentals across Azure, AWS, or GCP, including VMs, storage, and basic networking.
- Comfortable using ITSM tools such as Jira Service Management, ServiceNow, or equivalent, with an understanding of incident management, escalation, and SLA processes.
- Practical scripting skills in Python, PowerShell, or similar languages to support troubleshooting, automation, and routine operational checks.
- Able to follow and contribute to runbooks and technical documentation, with strong communication skills for handovers and escalations.
Be Part of ATI's Journey
At ATI Business Group, we bring unparalleled knowledge of the travel and hospitality industry to every aspect of our clients' businesses. Through operational expertise, innovative technology, and exceptional talent, we deliver solutions that optimize operations, elevate customer experiences, and accelerate business growth.
Since 2002, we've grown into a global team of 2,000+ professionals, partnering with leading travel and hospitality organizations worldwide. Our people are at the heart of everything we do, helping businesses scale, adapt, and grow while creating meaningful career opportunities along the way.
Join us and help shape the future of travel and hospitality.
