IT - Application Support

Key Skills / Knowledge and Behaviors • Basic familiarity with Linux/RHEL environments • Exposure to container/Kubernetes platforms (e.g., OpenShift) • Familiarity with Huawei Cloud Stack (HCS) or other private/hybrid cloud platforms • Basic SQL skills for querying and troubleshooting data issues • General understanding of how applications work (frontend/backend/API interactions) • Familiarity with ITIL processes (incident, problem, change management) • Willingness to work within strict physical/logical access controls and undergo security clearance/vetting where required • Strong documentation habits — many actions require manual logging in place of automated audit trails • Good communication skills; able to explain technical issues to both technical and non-technical stakeholders • High attention to detail and comfort following strict procedural runbooks Job Description (JD) • Provide first- and second-level support for business-critical applications within an air-gapped network • Identify and triage application issues (service outages, slow performance, error messages, login/access problems) and route to the appropriate team for resolution • Monitor application and platform health using on-premises/local monitoring tools; escalate anomalies per incident procedures • Perform basic operational tasks (service restarts, log checks, resource checks) as part of first-line support • Support secure, approved methods for transferring code releases, patches, and logs across the air gap (e.g., approved removable media, data diodes, transfer stations), following chain-of-custody procedures • Assist with executing deployments and version upgrades in an offline or restricted-network setting, following documented runbooks • Support basic root cause investigation by gathering logs, reproducing issues, and documenting findings for developers/platform teams • Maintain and update support documentation, runbooks, and knowledge base articles specific to the application and platform stack • Support user access management, environment configuration, and minor data fixes as required • Participate in change management processes, ensuring changes are properly tested and documented before release • Maintain detailed logs of all changes, transfers, and incidents to support audit and compliance requirements (e.g., SSDLC, change control, key control testing) • Follow physical and information security controls (e.g., controlled media handling, no unauthorized devices, access logging)