It's a great time to join us at Airlines Reporting Corporation (ARC)! ARC accelerates the growth of global air travel by delivering forward-looking travel data, flexible distribution services and other innovative industry solutions. We are a leading travel intelligence company with the world’s largest, most comprehensive global airline ticket dataset, including more than 15 billion passenger flights. By working here, you can contribute to solutions and expertise that strengthen economies and enrich lives. We think big, embrace challenges and explore new ideas to lead the way for the travel industry.

ARC is looking for an Enterprise Support Engineer III to join our team! In this role, you will independently operate, monitor, and troubleshoot ARC’s enterprise systems, networks, and applications to identify and resolve incidents that may impact system performance or customer experience. You'll utilize a range of diagnostic tools to triage issues, perform root cause analysis, and implement solutions where appropriate. You will collaborate with internal development teams, infrastructure engineers, and third-party vendors to resolve complex technical problems. And, serve as a key escalation point for resolving recurring or high-impact issues reported by the Customer Call Center and other internal departments. You'll be expected to escalate unresolved or critical incidents to Senior Enterprise Support Engineers or application development teams as needed. Additionally, demonstrate the ability to work autonomously with moderate supervision while maintaining high standards of operational excellence and customer support.

1. Responds to incidents associated with ARC’s enterprise systems, including mainframes, servers, and applications. Oversee batch processing across multiple logical partitions (LPARs) using the enterprise scheduling tool. Utilize monitoring and alerting platforms to ensure timely data integration into relevant systems, supporting ARC’s products and customer needs. Ensure systems operate as expected and maintain optimal performance and efficiency across the enterprise data center and/or the Cloud.
2. Provide second-level support for ARC’s production systems and applications. Investigate issues related to functionality incidents, performance issues, and system access. Resolve or escalate incidents to development teams and/or third-party vendors, as needed, ensuring effective communication with users and technical teams.
3. Ensure monitoring solutions are accurately aligned with operational and business requirements, providing timely visibility into system health, performance, and availability. Actively validate that system metrics and alerts reflect expected outcomes. Collaborate with engineering and DevOps teams to refine monitoring thresholds, identify gaps, and implement improvements.
4. Create and maintain comprehensive documentation of monitoring standards, procedures, and response protocols to support operational readiness, scalability, and knowledge transfer.
5. Partner with Business Technology, stakeholders, and business SMEs to analyze customer needs and provide supportable and sustainable strategies and solutions. Ensure the overall technical solution is aligned with the customer requirements.
6. Develop best practices for operational support and incident management; confer with stakeholders and technical leaders; study systems flow, data usage, and work processes to reduce mean time between repair and improvement event correlation observations.

• Bachelor’s degree preferred; equivalent experience considered
• 4+ years of experience in systems support, IT operations, or similar experience
• Strong written and verbal communication skills, including the ability to explain technical issues and solutions to diverse stakeholders
• Proficient with ETL tools (e.g. Ab Initio); able to analyze and troubleshoot data pipeline issues
• Experience with AWS (or other cloud platforms), including supporting and troubleshooting cloud-based applications
• Experience with navigation of APIs, including consuming and debugging JSON and XML data inputs/outputs
• Experience with SQL and SQL Tools (Toad, Teradata SQL Assistant) to analyze, query, and optimize data and/or performance
• Experience with databases and APIs that encompass front-end, back-end and data components
• Proficient with version control tools such as Git; able to review, merge, and manage code branches in collaborative environments
• Working knowledge with Mainframe tools and systems, TSO/MQ/CA7/REXX
• Ability to design, implement, and refine standard operating procedures (SOPs) and support documentation
• Strong customer focus with a bias for action and quality; experienced in meeting and exceeding SLAs
• A desire to learn new skills and technologies, and the ability to pick them up easily
• Self-directed and highly organized, with the ability to prioritize and manage multiple tasks independently in a fast-paced, on-call environment.
• Participates in regular on-call rotations and responds to incidents promptly and effectively during on-call shifts.

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• Joining ARC means joining a team that is motivated, diverse, creative, collaborative and solutions-oriented. We think big, embrace challenges, and explore new ideas to lead the way for the travel industry.
• Our employees value the hands-on learning and professional development opportunities that allow them to expand their skills and grow their career in new, dynamic ways.
• ARC offers WorkFlex. WorkFlex is ARC’s hybrid work program which offers eligible employees the flexibility to work from home while also requiring in office workdays throughout the year to foster collaboration and connection throughout the organization. We’ve designed WorkFlex to enable employees to succeed and thrive while maintaining strong connections to one another and ARC - both of which are critical to our shared success.
• We offer a highly competitive, comprehensive benefits package so you can worry less and focus on what truly matters.
• By joining ARC, you will partner with top minds in the industry as we use data and technology to innovate how the world travels.

EOE M/F/D/V Females and Minorities Encouraged to Apply