Senior Application Support & Incident Lead

Universal Orlando Resort; Orlando (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Universal Orlando Resort in Orlando 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 and lead complex incidents to minimize disruption, coordinating with engineering, vendors and stakeholders to maintain stability.

The role requires 3+ years in application/IT support, strong troubleshooting, and experience with ServiceNow/Jira.

Qualifications

• 3+ years in application support or IT support.
• Advanced experience troubleshooting software apps.
• Familiarity with ticketing systems like ServiceNow/Jira.
• Experience with logs, error analysis and debugging.

Responsibilities

• Lead investigation and resolution of complex, high-impact incidents.
• Serve as escalation point for unresolved issues.
• Own incidents through resolution with stakeholders.
• Develop and review support documentation and runbooks.
• Coordinate with admins or developers for larger changes.
• Lead post-incident reviews and track corrective actions.

Skills

Incident management

Root cause analysis

Cross-functional collaboration

Troubleshooting

Education

Bachelor’s degree in MIS/IT/Business

Tools

ServiceNow

Jira

Job description

Universal Orlando Resort in Orlando 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 and lead complex incidents to minimize disruption, coordinating with engineering, vendors and stakeholders to maintain stability.

The role requires 3+ years in application/IT support, strong troubleshooting, and experience with ServiceNow/Jira.