Senior Application Support Specialist
About The Position
Provide Tier III / advanced production support for complex enterprise applications, including .NET systems, Appian platforms, and microservices-based architectures. Serve as a subject matter expert (SME) for application support activities, leading troubleshooting and resolution of critical incidents and outages. Perform deep-dive root cause analysis and implement long-term fixes for recurring issues. Monitor application performance, logs, and system metrics to ensure availability, scalability, and reliability. Lead coordination across development, DevOps, infrastructure, and security teams to resolve complex cross-system issues. Support and oversee application deployments, releases, patches, and environment stability activities. Develop and maintain technical documentation, including operations manuals, runbooks, and knowledge base articles. Support and mentor junior and mid-level team members, providing technical guidance and knowledge transfer. Engage with stakeholders and users to communicate status, impacts, and resolutions effectively. Identify and implement process improvements, automation opportunities, and best practices for application support. Ensure adherence to service management processes (incident, problem, change management). Continuously evaluate and adopt modern tools, monitoring solutions, and emerging technologies to enhance support capabilities.
Requirements
- Eight (8) years of relevant application support experience.
- Bachelor’s degree (BA/BS) in Information Technology, Computer Science, or related field.
- Ability to work independently with minimal supervision in complex environments.
- Strong analytical and advanced troubleshooting/problem-solving skills.
- Excellent written, verbal, and interpersonal communication skills.
- Proven ability to learn new technologies and adapt quickly.
- Strong customer service orientation with leadership capability.
- Strong experience supporting: .NET-based applications, Appian or similar BPM/low-code platforms & Microservices-based architectures.
- Understanding of REST APIs and service integrations, Application performance monitoring and SQL and relational databases.
- Experience with Cloud platforms (AWS and/or Azure), Service management tools (e.g., ServiceNow, Jira) and Production support in high-availability enterprise environments.
- US Citizens and Green Card holders only.
- No Visa Sponsorship available for this position.
- Must be able to OBTAIN and MAINTAIN a Federal or DoD "PUBLIC TRUST"; candidates must obtain approved adjudication of their PUBLIC TRUST prior to onboarding with Guidehouse.
- Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferred.
Nice To Haves
- Experience with DevOps practices and CI/CD pipelines.
- Familiarity with containerization technologies (Docker, Kubernetes).
- Knowledge of application performance tuning and reliability engineering concepts.
- Experience leading production support teams or acting as escalation lead.
- Exposure to automation tools and scripting for operational efficiency.
- Experience in federal or highly regulated environments.
Responsibilities
- Provide Tier III / advanced production support for complex enterprise applications, including .NET systems, Appian platforms, and microservices-based architectures.
- Serve as a subject matter expert (SME) for application support activities, leading troubleshooting and resolution of critical incidents and outages.
- Perform deep-dive root cause analysis and implement long-term fixes for recurring issues.
- Monitor application performance, logs, and system metrics to ensure availability, scalability, and reliability.
- Lead coordination across development, DevOps, infrastructure, and security teams to resolve complex cross-system issues.
- Support and oversee application deployments, releases, patches, and environment stability activities.
- Develop and maintain technical documentation, including operations manuals, runbooks, and knowledge base articles.
- Support and mentor junior and mid-level team members, providing technical guidance and knowledge transfer.
- Engage with stakeholders and users to communicate status, impacts, and resolutions effectively.
- Identify and implement process improvements, automation opportunities, and best practices for application support.
- Ensure adherence to service management processes (incident, problem, change management).
- Continuously evaluate and adopt modern tools, monitoring solutions, and emerging technologies to enhance support capabilities.
Benefits
- Medical, Rx, Dental & Vision Insurance
- Personal and Family Sick Time & Company Paid Holidays
- Parental Leave
- 401(k) Retirement Plan
- Group Term Life and Travel Assistance
- Voluntary Life and AD&D Insurance
- Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
- Transit and Parking Commuter Benefits
- Short-Term & Long-Term Disability
- Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
- Employee Referral Program
- Corporate Sponsored Events & Community Outreach Care.com annual membership
- Employee Assistance Program
- Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
- Position may be eligible for a discretionary variable incentive bonus
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What This Job Offers
Job Type
Full-time
Career Level
Senior
