NIT IO Application Support Engineer

This role provides 24x7 operational support for mission-critical enterprise applications across production and non-production environments, working within an ITIL-structured environment and applying problem management best practices. The position is responsible for application monitoring, incident and major incident management, and root cause analysis, with a strong focus on fault and performance monitoring, service restoration, and the implementation, integration, testing, and support of distributed applications, contributing to continuous service improvement and operational excellence.

• Provide 24x7 support for mission-critical enterprise applications across production and non-production environments
• Lead the resolution process for complex problems requiring in-depth evaluation of complicated variables
• Perform application monitoring, alert management, and fault/performance monitoring and reporting
• Manage incidents and major incidents, coordinating cross-functional resolution efforts
• Conduct root cause analysis (RCA) and drive risk remediation activities
• Execute change management, release management, and runbook-driven service restoration procedures
• Support Windows, Linux, and UNIX server patching, and database patching/support
• Support application onboarding into production operations
• Maintain operational documentation and contribute to knowledge management
• Translate technical issues and concepts into terms non-technical staff and clients can understand
• Manage multiple assignments and prioritize work in a frequently changing environment
• Contribute to continuous service improvement, automation, and operational excellence initiatives
• Work as a self-starter and team player, communicating effectively with team members, managers, and clients/customers

• Associate's degree OR 4+ years of relevant work experience
• 2-5 years of experience in Incident Management and Problem Management (or equivalent relevant experience)
• Solid understanding of problem management best practices; ability to work within an ITIL-structured environment
• ITIL Certification and/or Problem Management Certification
• Demonstrated ability to quickly understand complex systems; strong analytical and troubleshooting skills
• Experience with application monitoring and fault/performance monitoring tools
• Must be able to go through the USPS public trust clearance process
• Must be able to work a non-standard schedule, including evening, overnight, and/or weekend shifts

• Bachelor's Degree in Business, Information Systems, or a related field

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.