Application Support, Product Health

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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

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.