Application Support, Product Health

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.