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Manila, Philippines
Remote only
Req number:
R8506Employment type:
Full timeWorksite flexibility:
RemoteCAI 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.