Job Description
Key Responsibilities
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- Provide Tier 2 support and timely resolution for escalated application incidents and service requests.
- Troubleshoot application, network, and technical issues using available tools, including remote access and SCCM.
- Support and troubleshoot MoveIT/SFTP and automated file-transfer processes.
- Investigate file-transfer failures and work with technical teams to restore services.
- Maintain accurate ticket documentation, troubleshooting steps, resolutions, and user communications.
- Manage assigned tickets and prioritize work to meet established SLAs.
- Escalate complex issues to appropriate teams while maintaining ownership through resolution.
- Maintain application support documentation and ensure documentation meets organizational standards.
- Monitor applications and respond to system availability or performance alerts.
- Help administer and improve application monitoring and alerting solutions.
- Analyze incident trends and recommend opportunities for process and service improvements.
- Evaluate existing applications and user needs and recommend technical solutions or system enhancements.
- Review ITSM/change-management requests and assist with assessing potential outages and impacts.
- Follow security, quality, organizational, and Commonwealth IT processes.
- Participate in special projects and other IT initiatives as needed.
- Provide 24x7 on-call support when scheduled.
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Required Qualifications
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- 3–5+ years of relevant experience supporting or developing enterprise applications.
- Hands-on experience with MoveIT or an equivalent managed file transfer/SFTP platform.
- Experience configuring, monitoring, and troubleshooting automated file transfers.
- Advanced application and technical troubleshooting skills.
- Strong understanding of application, network, and IT operational support.
- Experience working with end users and technical teams in a professional support environment.
- Excellent verbal, written, interpersonal, and documentation skills.
- Strong customer-service mindset and creative problem-solving abilities.
- Ability to manage multiple priorities, adapt to changing requirements, and work independently or collaboratively.
- Strong attention to detail and commitment to quality.
- Ability to participate in 24/7 on-call support when scheduled.
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Preferred Qualifications
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- Experience with ServiceNow or other ITSM platforms.
- Experience with application monitoring, alerts, and performance management.
- Knowledge of software development lifecycles (SDLC).
- Experience with object-oriented application development and troubleshooting.
- Understanding of monolithic, distributed, and microservice-based architectures.
- Familiarity with AWS, EKS, and Lambda.
- Experience supporting enterprise IT operations.
- Strong interest in learning new technologies and improving processes.
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