Senior Application Support Lead - Incident & Reliability

Referral Job Portal; Orlando (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Universal Orlando Resort in Orlando, FL seeks a Sr. Application Support Analyst to ensure reliability, performance, and security of critical applications.

You will mentor Analysts, lead complex investigations, and coordinate with engineering, vendors, and stakeholders to minimize disruption and improve stability. You will monitor health, drive root cause analysis, and support changes, upgrades, and deployments while establishing standardized practices and runbooks for consistent support across

Qualifications

• 3+ years of experience in application support or IT support.
• Advanced experience troubleshooting software applications and enterprise platforms.
• Familiarity with ticketing systems such as ServiceNow or Jira.

Responsibilities

• Lead investigation and resolution of complex, high‑impact application incidents.
• Serve as an advanced escalation point when standard procedures fail.
• Own incidents through resolution, coordinating with engineering and vendors.
• Perform fixes or workarounds to restore service quickly.
• Manage user access, roles, and permissions.
• Develop and maintain support documentation and runbooks.
• Lead post‑incident reviews and track corrective actions to completion.

Skills

Application Support

Incident management

Root cause analysis

Troubleshooting

Cross-functional collaboration

Education

Bachelor’s degree in MIS/IT

Tools

ServiceNow

Jira

Job description

Universal Orlando Resort in Orlando, FL seeks a Sr. Application Support Analyst to ensure reliability, performance, and security of critical applications.

You will mentor Analysts, lead complex investigations, and coordinate with engineering, vendors, and stakeholders to minimize disruption and improve stability. You will monitor health, drive root cause analysis, and support changes, upgrades, and deployments while establishing standardized practices and runbooks for consistent support across