Application Administrator

About the Role

We are seeking an Application Administrator to support our Emergency Routing Service (ERS) platform, a mission-critical service that enables the delivery and routing of emergency communications for public safety organizations. This role is responsible for maintaining the availability, stability, and performance of production applications supporting emergency services operations.

The ideal candidate is a technically curious problem-solver who thrives in an always-changing, fast-paced operational environment and enjoys troubleshooting complex application, infrastructure, and integration issues. This position works closely with Infrastructure, Network Engineering, Database Administration, Product Development, and Customer Support teams to ensure reliable service delivery for critical public safety systems.

Primary Responsibilities

Application Administration & Operations

• Monitor and maintain the health, performance, and availability of the ERS platform and supporting services.
• Work request tickets from multiple teams via our ITSM system and effectively communicate with the requestor.
• Respond to system alerts, incidents, and service requests following established operational procedures.
• Perform routine application maintenance, upgrades, patching, and configuration management activities.
• Support production deployments and validate application functionality following changes.
• Maintain system documentation, operational runbooks, and support procedures.
• Identify opportunities for support teams to self-service and automate everyday tasks accordingly.

Incident & Problem Management

• Participate in troubleshooting and resolution of application, server, database, and integration issues.
• Support major incident response activities for high-priority service disruptions.
• Participate in the on-call rotation and respond to time-sensitive production events in accordance with established escalation and communication practices.
• Perform root cause analysis and assist in identifying corrective and preventive actions.
• Work collaboratively with engineering teams to resolve defects and improve platform resiliency.
• Effectively communicate the root cause and mitigation steps to our Customer Success Managers and other leadership.

Monitoring & Automation

• Utilize monitoring and observability tools to identify service degradation before customer impact occurs.
• Develop and improve dashboards, alerts, and operational reporting.
• Identify opportunities to automate routine operational tasks.
• Assist with log analysis and application performance investigations.

Platform Reliability & Continuous Improvement

• Support system upgrades, migrations, and modernization initiatives.
• Participate in disaster recovery testing and business continuity activities.
• Recommend improvements that increase service availability, operational efficiency, and supportability.
• Partner with cross-functional teams to enhance operational readiness for new features and services.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or equivalent professional experience.
• 2+ years of experience supporting enterprise applications in a production environment.
• Experience administering Linux and/or Windows-based server environments.
• Experience with both physical and cloud environments.
• Working knowledge of SQL and database troubleshooting concepts.
• Working knowledge of SIP and SBC technologies.
• Experience with monitoring, alerting, and log analysis platforms.
• Familiarity with incident, problem, and change management processes.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication skills discussing .
• Ability to work an on-call rotation that includes nights and weekends.

Preferred Qualifications

• Experience supporting 24x7 public safety, emergency communications, telecommunications, SaaS, or another high-availability environment.
• Experience presenting and communicating to customer-facing teams and Executive leadership.
• Experience administering Java Application Servers (Payara, GlassFish, JBoss), F5 BIG-IP LTM, VMware/vCenter, or AWS-hosted web applications.
• Working knowledge of SIP/VoIP, Asterisk & Oracle platforms, and call-routing concepts.
• Experience using Splunk or New Relic for application monitoring, log analysis, and troubleshooting.
• Experience improving operational work through Ansible, Docker, Bash, Python, PowerShell, or similar automation tools.

What Success Looks Like

In this role, you will:

• Consistently maintain platform stability and service availability.
• Quickly identify and resolve operational issues.
• Improve monitoring and operational processes.
• Contribute to a culture of accountability, collaboration, and continuous improvement.
• Help ensure emergency communications systems remain reliable when they are needed most.