24/7 App Monitoring Support Specialist - TSSCI w/ Poly

Job Description

Insight Global is seeking a dedicated 24/7 Application Monitoring and Support Specialist to support a federal customer. In this role, you will be responsible for ensuring the continuous availability and performance of our applications by monitoring systems, providing user support, and performing first-line troubleshooting. This position requires a commitment to working rotating shifts to provide around-the-clock coverage. You would be supporting ChatSurfer and Bodhi Applications.

Responsibilities: Real-Time Monitoring: Continuously monitor application performance and system health using monitoring tools and dashboards. Identify and respond to alerts and notifications in a timely manner.

User Support: Provide timely and effective support to users experiencing application issues. Document user issues and track them to resolution, ensuring a positive user experience. Communicate with users to gather detailed information about issues and provide clear instructions for resolution.

First-Line Troubleshooting: Quickly diagnose application issues and perform initial troubleshooting. Resolve common issues independently and escalate complex issues to the development and sustainment teams with detailed information and context. Work with cross-functional teams to ensure issues are resolved efficiently and effectively.

Collaboration with Development Teams: Liaise with application developers and sustainment engineers to provide feedback on application performance and identify areas for improvement. Assist in the deployment and testing of application updates and patches.

Documentation and Reporting: Maintain accurate records of monitoring activities, incidents, and resolutions. Generate reports on application performance and incident trends for management review.

Communication: Provide clear and concise communication to stakeholders regarding application status, incidents, and resolutions. Collaborate with team members and other departments to ensure alignment and effective issue resolution.

Skills and Requirements

Active and current TS/SCI with polygraph Bachelor’s degree in Information Technology, Intelligence, or a related field (or equivalent experience). Minimum of 5 years of experience in application monitoring, software development, user support, or a related role. Strong understanding of application performance monitoring and troubleshooting techniques. Excellent problem-solving and analytical skills. Strong communication and interpersonal skills. Ability to work independently and as part of a team in a fast-paced environment. Willingness to work rotating shifts, including nights, weekends, and holidays.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].