Monitoring & Support Specialist

Position: Application Monitoring & Support Specialist
Application Monitoring & Support Specialist
TS/SCI CI Poly Cleared | Sterling, VA

The Amatriot Group is seeking a dedicated and proactive 24/7 Application Monitoring and
Support Specialist to join our MAKALU team. 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
Chat Surfer and Bodhi Applications.

Shifts: (Approximate Hours)

• Day Shift
o 6:00am - 2:00pm EST

• Swing Shift
o 2:00pm - 10:00pm EST

• Night Shift
o 10:00pm - 6:00am EST

Required Qualifications:

• Active and current TS/SCI with CI Polygraph

• Bachelor's degree in Information Technology, Intelligence, or a related field (or
equivalent experience).

• Active CompTIA Security+ certification (or other equivalent DoD 8140 IAT II compliant
certification).

• 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.

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.