Senior IT Application Support Analyst – Level 3 Support

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Lead the resolution of complex and critical application incidents.

• Conduct root cause analysis and perform in-depth diagnostics.

• Maintain responsibility for client relationships until all issues are fully resolved.

• Collaborate with Engineering, DevOps, Product Owners, and Sales teams to troubleshoot issues effectively.

• Enhance digital platforms to ensure stability and scalability.

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

• Monitor systems and manage alert notifications proactively.

• Participate in mandatory shift and on-call rotations.

• Drive continuous improvements in processes and automation efforts.

• Reduce turnaround time while applying best practices in IT service delivery, Incident, Problem, and Change Management.

• Take ownership of assigned tasks and projects, ensuring timely and high-quality completion.

⛳️ Requirements

• Candidates must reside within the USA.

• Willingness to participate in shift and on-call rotations is required.

• Must be eligible to obtain and maintain a U.S. Government security clearance.

• A minimum of 5 years of experience in leading and supporting Enterprise-level applications, particularly in an advanced (L3) support role.

• Advanced experience in supporting cloud-based architecture, platforms, solutions, and on-premises multi-tier architectures.

• Strong proficiency in one or more major cloud service providers for troubleshooting using log analysis and monitoring tools.

• In-depth understanding of IT service delivery principles.

• Proven experience in Incident Management, Problem Management, and Change Management.

• Strong background in Linux.

• Excellent written and verbal communication skills with external customers.

• A customer-focused mindset to convey highly technical concepts in a simple manner.

• Working knowledge of cloud application support and maintenance.

• Hands-on experience with observability frameworks and monitoring tools such as Datadog and Grafana.

• Familiarity with DevOps best practices and tools, including Docker, Kubernetes, MongoDB, and REST API technologies.

• Experience with Content Service Platforms like Alfresco, Hyland, M-Files, or Nuxeo is a plus.

• Experience with Python scripting is desirable.

• Proficient in ticketing systems such as ServiceNow or JIRA.

• A minimum of a Bachelor’s degree is required (BS, MS, or MBA from an accredited/recognized university).

🏝️ Benefits

• Comprehensive health, wellness, and retirement plans beginning on the first day of employment.

• Flexible vacation policy.

• Ongoing training and development opportunities.

• Access to corporate learning resources.

• Opportunities for internal advancement on a global scale.

• A comprehensive benefits package available company-wide.