IT Application Support Analyst, Level 3 Support

This is a fully remote position, open to applicants in Florida.

📋 Description

• Address intricate and critical application incidents.

• Support root cause analysis and thorough diagnostics until full resolution.

• Work collaboratively with Engineering, DevOps, and Product Owners to troubleshoot problems.

• Improve digital platforms for enhanced stability and scalability.

• Facilitate the onboarding of new clients onto the digital solution platform.

• Oversee system monitoring and manage alert notifications.

• Engage in mandatory shift and on-call rotations.

• Champion continuous process improvement and automation initiatives.

• Enhance solution efficiency while reducing turnaround time.

• Implement best practices in IT service delivery, including Incident, Problem, and Change Management.

⛳️ Requirements

• At least 2 years of experience leading and supporting enterprise-level applications, specifically in a Level 3 (L3) support role.

• A minimum of a Bachelor’s degree or relevant work experience; BS, MS, or MBA from an accredited or recognized institution.

• Professional experience in supporting multi-tier on-premises or cloud-based architectures.

• Strong expertise in one or more major cloud service providers.

• Proficient in troubleshooting using log analysis and monitoring tools.

• Comprehensive understanding of IT service delivery principles.

• Proven track record in Incident Management, Problem Management, and Change Management.

• Exceptional written and verbal communication abilities.

• Customer-centric approach with the capability to simplify complex technical concepts.

• Must be a U.S. citizen.

• Willingness and eligibility to apply for a U.S. Government Security Clearance.

• Desired experience with Linux, DevOps best practices and tools, Docker, Kubernetes, MongoDB, REST API technologies, Content Service Platforms, Python scripting, and ServiceNow or JIRA.

🏝️ Benefits

• Comprehensive health, wellness, and retirement plans effective from the first day of employment.

• Flexible vacation plan.

• Flexible work schedules.

• Continuous training opportunities.

• Access to corporate learning resources.

• Opportunities for internal advancement on a global scale.

• Competitive salary based on experience.

• Extensive company-wide benefits package.