Job Summary
We are seeking a skilled Application Support Engineer with a focus on the airline industry to join our IT support team. This role will involve providing advanced support for critical airline applications, managing complex incidents, conducting root cause analyses, and collaborating closely with development teams to ensure high system performance and reliability. Key responsibilities include incident management, system monitoring, configuration management, and support for integrations and upgrades. The ideal candidate will bring both technical expertise and a deep understanding of airline operations.
Must Have Skillsets (Mandatory)
- Technical Proficiency: Strong skills in .NET, basic HTML, JavaScript, and familiarity with database management.
- Airline Domain Expertise: In-depth knowledge of airline operations, including Global Distribution Systems (GDS), interline systems, codeshare agreements, Passenger Service Systems (PSS), and other airline-specific applications.
- Ticketing Systems: Experience with incident and service management tools (e.g., Jira, ServiceNow).
- Incident Management: Proven experience in advanced incident handling, root cause analysis, and problem resolution within SLAs.
- Data and Integration Support: Competency in troubleshooting data flows and integration between airline systems (e.g., booking systems, third-party integrations like GDS/IATA).
Good to Have Skillsets (Optional)
- ITIL Certification: Familiarity with ITIL best practices.
- Monitoring Tools: Experience with monitoring tools to detect and proactively address potential issues.
- Cloud-Based Applications: Familiarity with cloud-based applications and services.
- Disaster Recovery: Knowledge of disaster recovery plans and high-availability environment management.
- Compliance: Understanding of airline industry regulations, IATA standards, and security protocols.
Qualifications and Experience
- Education: Bachelor’s degree in Computer Science, Information Technology, or related field.
- Experience: 6+ years of experience in application support, with at least 3 years in the airline industry.
- Soft Skills: Strong problem-solving and communication skills, attention to detail, and ability to work collaboratively in a team environment.
- Documentation: Proficiency in creating and managing technical documentation, SOPs, and knowledge base articles.