Application Analyst

Air Arabia; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading airline is seeking an experienced IT Support Specialist to provide 24x7 support services and manage critical IT operations. The ideal candidate will have a Bachelor's degree in Computer Engineering, IT or similar, with 5-6 years of expertise in IT Infrastructure support and excellent troubleshooting skills. Responsibilities include monitoring systems, providing technical support to end users, and participating in technology implementation projects. This full-time position offers a dynamic work environment in a critical operations setting.

Qualifications

• 5–6 years in IT Infrastructure support service desk 24x7 critical operations, preferably in aviation.
• Occasional duty travel for training and implementation purposes.
• Proven record in implementing and monitoring infrastructure projects.

Responsibilities

• Drives the technical support team to ensure proper customer support.
• Maintains relationships with stakeholders to resolve issues.
• Provides technical and non-technical support to clients.

Skills

Fluent in English Language

Troubleshooting

IT Infrastructure support

Bug fixing

Analysing data

Basic knowledge in Java

Basic knowledge in Unix

Basic knowledge in SQL

Basic knowledge in Webservices

Education

Bachelor Degree in Computer Engineering, Computer Science, or Information Technology

Job description

Job Purpose

To provide support services to end users through various channels as required. Troubleshoots and remediates issues impacting the operation of the technology infrastructure to ensure continuity of business. Installs, configures and monitors computer systems and networks for clients ensuring productivity is in line with set measures and clients adopted policies and procedures.

Key Result Responsibilities

• Drives the technical support team to carry out customer support properly and promptly, monitors servers and systems takes ownership of reported issues, responds to enquiries, provides information and feedback ensuring problems are being recorded and tracked throughout the entire process.
• Maintains positive customer working relationships with stakeholders, business users, suppliers, vendors and other technical teams to ensure improvements in the products and services provided to ISA clients and to resolve any issues related to maintenance.
• Provides technical and non‑technical support to clients, conducts analysis, diagnosis and troubleshoots systems, network, hardware, software faults and bugs to resolve problems considering system capacity limitations, etc., applies metrics to monitor performance and measure key project criteria.
• Identifies resolutions to technical problems, carries out bug fixes for minor issues and applies patches, channels unresolved issues in the right direction as necessary, responds within agreed time limits to call‑outs.
• Assists with the development and implementation of processes and service level agreements of incidents management and service request management.
• Assists technical experts in planning, evaluating, testing and implementing new technology such as systems and platforms. Participates in different projects as required.
• Contributes to the creation of support knowledge base by developing and communicating IT support manuals, technical notes and articles to clients in line with SLAs.
• Utilizes different communication channels to support or guide end users on the different enquiries and problems raised – these channels include personal visits, telephone calls, e‑mails, web chat, etc.
• Ensures proper recording and closure of all claims, generates timely reports of different nature to capture support services activities.
• Installs, configures, monitors and maintains computer hardware, operating systems, applications and networks, replaces parts and upgrades existing ones when and as needed in line with agreed SLAs.
• Supports the rollout of new applications where applicable, sets up new user accounts, profiles and passwords. Supports the clients during CR implementation UAT and training.
• Assists in establishing and maintaining a complete and accurate record of all IT assets within ISA, establishes and maintains security integrity and business continuity controls and documents.
• Responds positively to operational needs by being on‑call and available for critical systems 24x7 support.
• Actively monitors application IT performance using monitoring and controlling tools to ensure 24x7 availability.
• Should be open to work on shifts based on team requirements.
• Should be open to work as Primary and/or Secondary supports based on roster.
• Complete resolution of tickets based on targets defined by the team.
• Performs any other additional duties as directed by the line manager.

Qualifications

• Bachelor Degree in Computer Engineering, Computer Science, or Information Technology.
• ITIL Certified (Not mandatory).
• Fluent in English Language.
• 5–6 years in IT Infrastructure support service desk 24x7 critical operations, preferably in aviation.
• Occasional duty travel for training and implementation purposes.
• Proven record in implementing and monitoring infrastructure projects.
• Proven skills in carrying out bug fixes for minor issues and applying patches.
• Basic knowledge in Java, Unix, SQL, Webservices.
• Holistic IT Knowledge in heterogeneous technology environments and experience with different types of end‑to‑end technology stacks.
• Experienced in managing operations and technology platforms both internally and externally hosted.
• Proven skills in analysing data, identifying pitfalls and recommending solutions.

Seniority Level

• Mid‑Senior level

Employment Type

• Full‑time

Job Function

• Information Technology

Industries

• Airlines and Aviation