NIT IO Application Support Engineer

This role provides 24x7 operational support for mission-critical enterprise applications across production and non-production environments, working within an ITIL-structured environment and applying problem management best practices. The position is responsible for application monitoring, incident and major incident management, and root cause analysis, with a strong focus on fault and performance monitoring, service restoration, and the implementation, integration, testing, and support of distributed applications, contributing to continuous service improvement and operational excellence.

Duties:

• Provide 24x7 support for mission-critical enterprise applications across production and non-production environments
• Lead the resolution process for complex problems requiring in-depth evaluation of complicated variables
• Perform application monitoring, alert management, and fault/performance monitoring and reporting
• Manage incidents and major incidents, coordinating cross-functional resolution efforts
• Conduct root cause analysis (RCA) and drive risk remediation activities
• Execute change management, release management, and runbook-driven service restoration procedures
• Support Windows, Linux, and UNIX server patching, and database patching/support
• Support application onboarding into production operations
• Maintain operational documentation and contribute to knowledge management
• Translate technical issues and concepts into terms 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
• Work as a self-starter and team player, communicating effectively with team members, managers, and clients/customers

Required Qualifications:

• Associate's degree OR 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; ability to work within an ITIL-structured environment
• ITIL Certification and/or Problem Management Certification
• Demonstrated ability to quickly understand complex systems; 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

Preferred Qualifications:

• Bachelor's Degree in Business, Information Systems, or a related field