24/7 Application Monitoring & Support Expert

CACI International; Sterling (IL); On-site; USD 71,000 - 149,000; Full time

Job summary

CAСI International is seeking a 24/7 Application Monitoring and Support Specialist to ensure continuous availability and performance of critical applications. You will monitor systems, provide user support, and perform first-line troubleshooting, with rotating shifts for around-the-clock coverage.

You will collaborate with development and sustainment teams, document incidents, and generate trend reports to drive improvements in application reliability and user experience.

Qualifications

• Active TS/SCI with polygraph
• Bachelor's degree in Information Technology, Intelligence, or related field (or equivalent experience).
• Minimum of 5 years of experience in application monitoring, software development, user support, or related role.
• Strong understanding of application performance monitoring and troubleshooting techniques.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and in a team in a fast-paced environment.
• Willingness to work rotating shifts, including nights, weekends, and holidays.

Responsibilities

• Real-Time Monitoring: Continuously monitor application performance and system health using monitoring tools and dashboards.
• Identify and respond to alerts and notifications in a timely manner.
• User Support: Provide timely and effective support to users experiencing application issues.
• Document user issues and track them to resolution, ensuring a positive user experience.
• Communicate with users to gather detailed information about issues and provide clear instructions for resolution.
• First-Line Troubleshooting: Quickly diagnose application issues and perform initial troubleshooting.
• Resolve common issues independently and elevate complex issues to the development and sustainment teams with detailed information and context.
• Work with cross-functional teams to ensure issues are resolved efficiently and effectively.
• Collaboration with Development Teams: Liaise with application developers and sustainment engineers to provide feedback on application performance and identify areas for improvement.
• Assist in the deployment and testing of application updates and patches.
• Documentation and Reporting: Maintain accurate records of monitoring activities, incidents, and resolutions.
• Generate reports on application performance and incident trends for management review.
• Communication: Provide clear and concise communication to stakeholders regarding application status, incidents, and resolutions.
• Collaborate with team members and other departments to ensure alignment and effective issue resolution.

Skills

Application monitoring

Troubleshooting

User support

Analytical skills

Communication skills

Teamwork

Education

Bachelor's degree in IT/Information Technology

Job description

CAСI International is seeking a 24/7 Application Monitoring and Support Specialist to ensure continuous availability and performance of critical applications. You will monitor systems, provide user support, and perform first-line troubleshooting, with rotating shifts for around-the-clock coverage.

You will collaborate with development and sustainment teams, document incidents, and generate trend reports to drive improvements in application reliability and user experience.