Job Description
Application Support, Product Health
Req number:
R8506
Employment type:
Full time
Worksite flexibility:
Remote
Who we are
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
Job Summary
As a Application Support, Product Health you will serve as the primary technical expert for the OHC (Fidelio) PMS, supporting shipboard and shoreside operations.
Job Description
We are looking for a highly skilled and adaptable Application Support, Product Health to join our global IT team. This role is pivotal in supporting and maintaining the health of shipboard and shoreside applications, with a strong emphasis on the OHC (Fidelio) Property Management System. The ideal candidate will bring cruise industry experience, technical depth, and a proactive mindset to ensure seamless operations across our fleet. This position will be full-time and remote.
What You'll Do
- Provide Tier 2/3 support, troubleshooting complex issues and ensuring timely resolution
- Collaborate with vendors and internal teams to manage escalations and system updates
- Provide medium to expert-level support for Windows Server 2022 and workstations
- Perform basic Linux administration tasks (nice to have)
- Monitor system performance and ensure optimal uptime and reliability
- Utilize SQL Server for diagnostics and support, with a focus on stored procedures and relational database principles
- Analyze incident trends and system performance to identify root causes and improvement opportunities
- Apply incident management principles to manage and resolve issues efficiently
- Use tools such as ServiceNow and/or PagerDuty for ticketing, escalation, and communication
- Work closely with shipboard teams, IT, and cross-functional stakeholders to ensure alignment and support
- Communicate clearly and effectively across technical and non-technical audiences
- Stay current with emerging technologies and cruise industry trends
- Demonstrate flexibility and a willingness to learn new systems and processes
- Provide support across time zones and geographies
- Be available for occasional travel to ships or offices as needed
What You'll Need
- Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience)
- Cruise line experience in a similar role is strongly preferred
- Proven expertise in the OHC (Fidelio) Property Management System is essential
- Strong knowledge of Windows Server 2022, workstation support, and basic Linux administration
- Experience with SQL Server, especially stored procedures and relational database concepts
- Familiarity with ServiceNow, PagerDuty, or similar incident management platforms
- Excellent analytical, problem-solving, and communication skills
- Ability to work independently and collaboratively in a fast-paced, global environment
- ITIL certification or similar process-oriented frameworks
- Experience supporting shipboard environments and hospitality systems
- Multilingual communication skills are a plus
Physical Demands
- Ability to safely and successfully perform the essential job functions
- Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
- Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
Reasonable accommodation statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.
