Role Description Alight is looking for an ETL/Informatica Application Support Engineer with strong analytical skills, excellent troubleshooting abilities, and a proactive approach. The ideal candidate will drive stability and continuous improvement in production environments, working independently in a fast-paced setting while delivering high-quality support within the Applications Support team. The IT Support Engineer is part of a team responsible for 24X7 customer support for Alight’s proprietary Leave of Absence Management software platforms, including: - Troubleshooting and resolving incoming issues upon first contact within the team whenever possible. - Documenting tickets with triage information before escalating to the next tier. - Providing ongoing support until issues are resolved. Responsibilities include: - Monitor, support, and troubleshoot ETL and data integration workflows across production, QA, and development environments to ensure smooth daily operations. - Analyse and resolve incidents, job failures, and performance issues related to Informatica workflows, mappings, and SQL jobs. - Own and maintain ETL components including Informatica mappings, metadata, scripts, schedules, and operational procedures. - Identify opportunities to optimize performance, scalability, and reliability of existing jobs/processes. - Ensure stability of data ingestion pipelines spanning batch, near real-time, and real-time patterns. - Finetune ETL solutions by developing a deep technical understanding of data flows and upstream/downstream dependencies. - Collaborate with DBAs and Data Architects to implement appropriate data partitioning, indexing, and optimization strategies to enhance job performance. - Develop or modify SQL scripts, stored procedures, database triggers, and queries as part of incident resolution, change requests, or performance tuning. - Work closely with cross-functional and offshore teams, ensuring timely resolution of issues, clear communication, and adherence to support SLAs and operational guidelines. - Manage multiple concurrent support tickets, change requests, and enhancement tasks, balancing priorities based on business impact and urgency. - Ensure compliance with published support, development, coding, and testing standards, as well as change management practices. Qualifications - 3-5 years of experience in ETL application support, Informatica PowerCenter/Cloud, and SQL Server in production environments. - Practical experience with SQL Server, including schema understanding, stored procedure development, query tuning, and optimization. - Hands-on experience with job scheduling tools such as ControlM or AutoSys for monitoring and support automation. - Excellent communication skills and ability to work both independently and as part of a distributed global team. - Strong analytical thinkers with the ability to troubleshoot complex data and integration issues effectively. - Flexible, adaptable, and pragmatic, with the ability to remain focused on objectives while handling shifting priorities. Benefits - Programs and plans for a healthy mind, body, wallet, and life. - A variety of health coverage options. - Wellbeing and support programs. - Retirement plans. - Vacation and sick leave. - Maternity, paternity & adoption leave. - Continuing education and training. - A number of voluntary benefit options.

• Act as the subject-matter specialist for systems being implemented; • Plan system implementations at client sites; • Configure system parameters for client rollouts; • Configure and maintain scenarios in demonstration environments; • Prepare guides and keep the knowledge base updated in line with releases; • Develop instructional materials for presentations and technical demonstrations of the systems; • Train end users on the deployed system and provide technical support during implementation; • Conduct or attend system demonstration meetings with stakeholders; • Perform initial analysis of bugs or enhancement requests reported by users and forward tickets to the Support team; • Monitor and manage user request tickets opened during implementation;

• Provide front-line support for customers using Sage Intacct, addressing inquiries via ticketing systems, chat, call, or email • Troubleshoot functional and basic technical issues related to Sage Intacct and integrated solutions • Review and triage support tickets, ensuring proper prioritization and timely resolution • Escalate complex issues to L2/technical teams with clear documentation and context • Assist in queue management, ensuring SLAs and response times are met • Educate customers on product features, best practices, and workflows • Collaborate with internal teams (Product, Engineering, and Implementation) to resolve issues efficiently • Maintain accurate records of customer interactions and resolutions

• Provide front-line support for customers using Sage Intacct, addressing inquiries via ticketing systems, chat, call, or email • Troubleshoot functional and basic technical issues related to Sage Intacct and integrated solutions • Review and triage support tickets, ensuring proper prioritization and timely resolution • Escalate complex issues to L2/technical teams with clear documentation and context • Assist in queue management, ensuring SLAs and response times are met • Educate customers on product features, best practices, and workflows • Collaborate with internal teams (Product, Engineering, and Implementation) to resolve issues efficiently • Maintain accurate records of customer interactions and resolutions