Application Support Specialist

Flight Itinerary (About The Role)

As an Application Support Specialist in the IT airline industry, you will be at the forefront of ensuring the uninterrupted operation of our critical software systems. You will have the opportunity to showcase your problem-solving skills, working diligently to resolve technical issues, and providing essential support to airline staff and end-users. This role offers the chance to work in a dynamic, fast-paced environment, where your technical expertise will directly impact the efficiency and customer satisfaction of our airline services. If you thrive in a challenging and collaborative environment, are passionate about the airline industry, and have a strong commitment to quality support, this role provides a rewarding opportunity to make a significant difference. 

What Your Journey Will Look Like (Responsibilities)

• Respond to and resolve production incidents, ensuring minimal downtime and impact on operations, preventing SLA violation and hitting SLO targets.
• Prioritize and escalate issues based on their severity and impact.
• Investigate, diagnose, and troubleshoot technical issues reported by airline staff or end-users.
• Collaborate with cross-functional teams to resolve complex technical problems.
• Document issue resolution steps and maintain a knowledge base for future reference.
• Provide technical support to airline staff and end-users, offering clear and concise instructions.
• Communicate effectively with non-technical stakeholders to gather information and explain technical issues.
• Assist in the deployment of software updates, patches, and enhancements.
• Identify opportunities for performance improvement and optimization in collaboration with development teams.
• Ensure compliance with industry standards and security protocols.
• Working Hours - 17:00 - 02:00 GMT-5 with 1 hour break

What To Pack For This Trip (Qualifications)

• 2+ years of overall experience in IT
• Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
• Proven experience in application support, preferably in the airline industry. Familiarity with the incident management process.
• Familiarity with software development methodologies (e.g., Agile, Waterfall).
• Proficiency in troubleshooting and technical problem-solving.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and meet tight deadlines.
• Ability to read and investigate scripts in XML/Python 
• Basic API knowledge
• Experience in CI/CD, GIT
• Basic SQL knowledge
• Readiness for compensated on-call duties
• Good English written and verbal communication skills.

Optional Carry-On (Preferred Qualifications)

• Knowledge of airline industry processes and systems is a plus.
• ITIL or related certifications are advantageous.
• Cloud computing platforms experience
• Experience with monitoring applications e.g. Sentry
• Experience with observability tools e.g. DataDog

First-Class Amenities

• Indefinite-term contract
• Private Medical Insurance
• Sodexo Food vouchers
• Bonus for extralegal transport
• 22 days of vacation
• Internal technology training and tech sessions
• Team building events