Application Support Engineer

Dunhill Government Solutions is hiring an Application Support Engineer to provide 24x7 operational support for mission-critical enterprise applications across production and non-production environments for a federal civilian program. Working in an ITIL-structured environment and applying problem management best practices, you will own 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. This is a full-time telework role for candidates in the San Antonio, TX area.

Responsibilities:

• 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

Required qualifications:

• 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
• Able to work a non-standard schedule, including evening, overnight and/or weekend shifts

Preferred: Bachelor's degree in Business, Information Systems or a related field.

Location: Full-time telework, San Antonio, TX area. No travel required.

Schedule: Full-time, 40 hours/week, including evening, overnight and/or weekend shifts as needed for 24x7 support.

US Citizenship and the ability to pass a federal background investigation in order to be granted access to sensitive information.

Compensation: $66,500 - $86,000 per year

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