NIT IO Application Support Engineer

ASM Research•San Antonio, TX

About The Position

Provides 24x7 operational support for mission-critical enterprise applications across production and non-production environments in an ITIL-structured setting. The role applies problem management best practices and focuses on application monitoring, incident and major incident management, root cause analysis, fault and performance monitoring, and service restoration. It also supports the implementation, integration, testing, and ongoing operation of distributed applications, contributing to continuous service improvement and operational excellence.

Requirements

Associate's degree or at least 4 years of relevant work experience.
2–5 years of experience in Incident Management and Problem Management, or equivalent relevant experience.
Solid understanding of problem management best practices and ability to work within an ITIL-structured environment.
ITIL Certification and/or Problem Management Certification.
Demonstrated ability to quickly understand complex systems, with strong analytical and troubleshooting skills.
Experience with application monitoring and fault/performance monitoring tools.
Must be able to go through the USPS public trust clearance process.
Must be able to work a non-standard schedule, including evening, overnight, and/or weekend shifts.

Nice To Haves

Bachelor's degree in Business, Information Systems, or a related field.

Responsibilities

Provide 24x7 support for mission-critical enterprise applications across production and non-production environments.
Lead resolution of complex problems that require in-depth evaluation of complicated variables.
Perform application monitoring, alert management, and fault and performance monitoring and reporting.
Manage incidents and major incidents, coordinating cross-functional resolution efforts.
Conduct root cause analysis and drive risk remediation activities.
Execute change management, release management, and runbook-driven service restoration procedures.
Support Windows, Linux, and UNIX server patching, as well as database patching and support.
Support application onboarding into production operations.
Maintain operational documentation and contribute to knowledge management.
Translate technical issues and concepts into terms that non-technical staff and clients can understand.
Manage multiple assignments and prioritize work in a frequently changing environment.
Contribute to continuous service improvement, automation, and operational excellence initiatives.
Communicate effectively and work as a self-starter and team player with team members, managers, and clients or customers.