Application Support Engineer

Dunhill Professional Search & Government Solutions; San Antonio (TX); Remote; USD 67,000 - 86,000; Full time

Job summary

Dunhill Government Solutions is seeking an Application Support Engineer to provide 24x7 operational support for mission-critical applications for a federal civilian program. This full-time telework role covers production and non-production environments with ITIL-based incident management and root cause analysis.

You will monitor applications, manage incidents, and drive fault and performance improvements while coordinating with cross-functional teams. San Antonio, TX area preferred.

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.
• Able to work a non-standard schedule, including evening, overnight and/or weekend shifts.

Responsibilities

• 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.

Skills

Incident management

Problem management

ITIL Certification

Monitoring tools

Analytical skills

Education

Associate's degree

Bachelor's degree

Tools

Windows

Linux

UNIX

Job description

Dunhill Government Solutions is hiring an Application Support Engineer to provide 24x7 operational support for mission-critical enterprise applications across production and non-production environments for a federal civilian program. Working in an ITIL-structured environment and applying problem management best practices, you will own 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. This is a full-time telework role for candidates in the San Antonio, TX area.

Responsibilities

• 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

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
• Able to work a non-standard schedule, including evening, overnight and/or weekend shifts

Preferred

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

Schedule

Full-time, 40 hours/week, including evening, overnight and/or weekend shifts as needed for 24x7 support.

US Citizenship and the ability to pass a federal background investigation in order to be granted access to sensitive information.

Compensation

$66,500 - $86,000 per year