Senior Application Support Analyst — Incident & Reliability Lead

Universal Studios; Orlando (FL); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Universal Orlando Resort is seeking a Sr. Application Support Analyst to ensure the reliability, performance, security, and continuous improvement of business-critical applications.

You will mentor junior analysts, lead investigations for complex issues, coordinate with engineering and vendors, and drive root-cause analysis to reduce outages. The role includes overseeing access controls, supporting deployments, and promoting standardized support processes and documentation across the team.

Qualifications

• Bachelor’s degree in MIS, Business or IT is required.
• 3+ years of experience in application support or related technical role.
• Advanced experience troubleshooting software applications and enterprise platforms.
• Familiarity with ticketing systems (ServiceNow, Jira).
• Experience with logs, error analysis, and basic debugging techniques.
• Exposure to incident management and root cause analysis processes.

Responsibilities

• Lead investigation and resolution of complex, high-impact incidents.
• Serve as an advanced escalation point for unresolved issues.
• Own incidents through resolution and coordinate with engineering and vendors.
• Develop and maintain support documentation and runbooks.
• Monitor application health and performance dashboards.
• Coordinate communications during major incidents and post-incident reviews.

Skills

Incident management

Root cause analysis

Escalation handling

Ticketing systems

Problem solving

Education

Bachelor's degree in MIS/Business/IT

Tools

ServiceNow

Jira

Job description

Universal Orlando Resort is seeking a Sr. Application Support Analyst to ensure the reliability, performance, security, and continuous improvement of business-critical applications.

You will mentor junior analysts, lead investigations for complex issues, coordinate with engineering and vendors, and drive root-cause analysis to reduce outages. The role includes overseeing access controls, supporting deployments, and promoting standardized support processes and documentation across the team.