Sr. Application Support Analyst

This role works out of the Calgary office on a Monday – Friday basis. At times the role requires some off hours/on call support for critical GGRE workloads.
** Responsibilities
* *** General
* ** Receive functional guidance and work direction from Enterprise GGRE Platforms team in Houston; and collaborate with Enterprise Infrastructure on platform updates, upgrades, and security vulnerability mitigation, aligning delivery to global GGRE Platforms standards and practices.
** Application Support
*** Provide L2/L3 support for Geology, Geophysics, and Reservoir Engineering (GGRE) applications and workflows (e.g., Petrotech/Geoscience software), including triage, troubleshooting, root cause analysis, and resolution through Service Now, with clear SLAs and stakeholder communication.
* Communicate application issues and downtime to business users in a timely manner.
* Monitor and prioritize responses to application-related service tickets. Partner with vendors for escalated support.
* Collaborate closely with business customers/subject matter experts and Enterprise IT to design, develop, and support applications, workflows, and data efforts.
** Platform & Infrastructure Operations
*** Operate and optimize GGRE Technical Compute Environment (TCE):
Manage Windows/Linux VDIs, image lifecycle, license servers, application configurations, OS/application patching, entitlement governance, and performance tuning.
* Administer VDI platforms (Citrix, VMware, Azure Virtual Desktop):
Capacity planning, GPU profile management, session stability, and user experience best practices.
* Manage GGRE storage services (Net App, mapped drives):
Configure quotas, shares/exports, troubleshoot performance, and coordinate with enterprise storage teams.
* Maintain core infrastructure:
Support GGRE Windows/Linux Workstation Builds, Virtualization (vSphere/ESXi), and backup/DR processes for GGRE workloads
* Monitor and optimize environment health:
Track cost/performance indicators, right-size capacity, and implement tuning for high-demand workloads.
* Collaborate across teams:
Partner with application owners, data/storage teams, security, network, and vendors (e.g., SLB) to deliver stable, current, and performant platforms.
** Projects & Continuous Improvement
*** Participate in planning and projects for application upgrades and infrastructure upgrades.
* Develop and document test cases for application upgrades, data migrations, and related changes.
* Drive automation and scripting initiatives to improve efficiency.
** Required Qualifications
*** Bachelor’s degree or diploma in IT-related field
* 5+ years in systems support or platform operations supporting technical or high performance/graphics intensive workloads.
* Strong hands-on experience with:  + Windows Server and Linux administration (RHEL family), AD/Group Policy, DNS, certificates  + Citrix Virtual Apps and Desktops or Azure Virtual Desktop; gold image and profile management; logon optimization; GPU/HDX tuning  + VMware vSphere/ESXi (or equivalent virtualization), monitoring and capacity planning  + Enterprise NAS platforms (e.g., Net App/Isilon): shares/exports, quotas, snapshots, performance
* Proficiency in scripting/automation (Power Shell, Python); CI/CD or configuration management experience is a plus.
* Solid troubleshooting across OS, hypervisor, storage, networking, identity, and application layers; adept with logs/telemetry and RCA.
* Demonstrated application of ITSM/ITIL processes (incident, request, change, problem, release, knowledge) and hands-on use of Service Now (or comparable ITSM) for workflows, reporting, automation, and continuous improvement.
* Excellent communication and stakeholder management skills; able to translate technical details into clear actions and decisions.
* Must be legally authorized to work in Canada on a regular full-time basis without restrictions.
** Preferred Experience
*** Experience with Support for Petrotech/Geoscience application ecosystems, license servers (e.g., Flex Net), usage analysis (e.g., OpenIT) , including performance/data path considerations.
* GPU-accelerated VDI (NVIDIA vGPU), profile/containerization (FSLogix/UEM), logon/process…