We are seeking a skilled and customer-focused Java Migration Support Analyst to provide technical support for the migration from Oracle Java to Red Hat OpenJDK across enterprise Windows environments. The role is responsible for investigating and resolving migration-related incidents, ensuring business applications remain operational throughout deployment and hypercare phases. The successful candidate will work closely with end users, application support teams, EUC teams, and technical specialists to diagnose issues, implement approved remediation actions, and coordinate escalations where required. This position requires strong troubleshooting capabilities, a solid understanding of Java-based applications and Windows environments, and experience working within structured IT service management processes. The role will also contribute to incident documentation, knowledge management, root cause analysis, and continuous improvement initiatives to enhance the overall migration and support experience.
- Provide end-user support for incidents arising from the Oracle Java to Red Hat OpenJDK migration.
- Investigate and troubleshoot Java-related issues reported on Windows endpoints.
- Diagnose application launch failures, runtime errors, Java configuration issues and environment variable changes resulting from the migration.
- Execute approved fix-forward remediation activities to restore service wherever possible.
- Coordinate rollback activities as a last resort where service cannot be restored through remediation.
- Gather logs, error messages, technical evidence and reproduction steps to support investigation, root cause analysis and escalation activities.
- Escalate complex issues to the Java Remediation Team (L3) and coordinate with Red Hat Support where vendor assistance is required.
- Work closely with Application Support teams, application owners, End User Computing teams, the Java Remediation Team and Red Hat Support to resolve migration-related issues.
- Record incidents, investigations, workarounds and resolutions within BMC Helix.
- Contribute to trend analysis, knowledge articles and continuous improvement activities to reduce recurring incidents.
- Provide support throughout the lifecycle of the migration programme, including deployment waves, hypercare periods and ongoing operational support.
- Support periods of increased incident demand following migration activities and planned deployment windows.
Essential Skills & Experience
- Experience supporting Windows desktop environments.
- Strong incident management, troubleshooting and diagnostic skills.
- Experience supporting enterprise business applications.
- Understanding of Java Runtime Environments (JRE/JDK) and Java-based applications.
- Experience working within IT service management and incident resolution processes.
- Experience using BMC Helix or similar ITSM platforms.
- Strong customer service, communication and stakeholder management skills.
- Ability to manage fluctuating workloads and support periods of increased incident demand.
- Flexibility to support deployment activities, hyper care periods and extended support hours where required.