L1 / L2 Application Support Engineer

Sopra Steria I2S; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading European tech firm in Singapore seeks an L1/L2 Application Support Engineer to provide crucial support for airline operations applications. Responsibilities include troubleshooting, incident management, and ensuring high availability. Ideal candidates will have experience in application support within aviation and possess strong analytical and problem-solving skills. Proficiency in English and another Asian language is required. Attractive benefits include 18 leave days/year, insurance, and annual bonuses.

Benefits

Regular team buildings

18 leave days / year

Insurance, GP, Dental, Optical

Annual bonus

Training and certifications paths

Qualifications

• Experience with airline operations or aviation application support.
• Strong understanding of ITIL framework is mandatory.
• Ability to analyze logs and operational data.

Responsibilities

• Provide first- and second-line support for airline operations applications.
• Log, categorize, and resolve tickets using ITSM tools.
• Perform initial troubleshooting and maintain high customer satisfaction.

Skills

Application Support experience

Chinese or Japanese language skills

Analytical skills

Problem-solving skills

Education

ITIL Foundation certification

Tools

Freshdesk

Job description

Company:

Sopra Steria is a listed European tech leader specializing in Consulting, Digital Services, and Software. With 60,000 employees worldwide across Europe, North America and Asia, Singapore serves as the HQ for our APAC operations. We focus on delivering Infrastructure, Cloud and Cybersecurity services across the region.

Role Overview

The L1/L2 Application Support Engineer will providefirst- and second-line supportforairline operations applications, ensuring high availability and reliability offlight operations, crew management, navigation, performance, and training platforms.
The role operates in ashift-based global support model, supportingmission-critical airline operations, and followsITIL-based service management practices.

CLIENT Application Landscape (Scope of Support)

Flight & Crew Operations

• N-Crew Planning
• N-Ops & Crew (RAIDO)
• N-Flight Planning
• N-Tracking

Performance & Operational Data

• N-Performance (AODB & TODC)
• N-Performance (PEP / LTS)
• FODM

Navigation & Charts

• Navigation+
• Charts+

Flight Execution & Documentation

• Mission+ (Flight)
• Mission+ Doc Manager
• Flysmart+

Training & Enablement

• A-Training Ordering
• CLIENT Academy

Support & Access

• CLIENT Support Portal

Mandatory Domain Experience

• Airline Operations / Aviation Application Support experience
• Exposure toflight operations, crew management, navigation, or performance systems
• Understanding ofairline operational constraints and time‑critical environments

Application Functional Knowledge (Added Advantage)

Candidates withfunctional knowledge in at least 3 or more CLIENT applicationslisted above will have a strong advantage.

Ability to understandbusiness workflows, operational impact, and cross-application dependenciesis highly valued.

Key Responsibilities: L1 Support

• Act as thefirst point of contactfor CLIENT application incidents, service requests & telephony calls.
• Log, categorize, prioritize, and resolve tickets using theFreshdesk / ITSM tools
• Performinitial functional and technical troubleshooting
• Utilize and updateKnowledge Base (KB) articles
• EnsureSLA adherenceand timely communication with users
• Escalate unresolved issues toL2 with complete analysis and documentation
• Participate inshift-based operations, including weekends/holidays if required
• Ensureproper shift handovers
• Maintain high levels ofcustomer satisfaction and communication quality

Key Responsibilities: L2 Support

(In addition to L1 responsibilities)

• Handlecomplex and escalated incidentsimpacting airline operations
• Performdeep functional and technical analysisacross CLIENT applications
• Troubleshootdata issues, integrations, interfaces, batch jobs, and performance anomalies
• Supportmajor incidentsand critical operational windows
• PerformRoot Cause Analysis (RCA)and contribute to problem management
• Collaborate withCLIENT product teams, L3, and engineering
• Create and maintainrunbooks, SOPs, and advanced KB articles
• Mentor and guideL1 support analysts
• Driveshift-left, automation, and continuous improvement initiatives

Required Technical & Functional Skills

• Experience withApplication Supportin airline/aviation environments
• Hands‑on experience withITSM tools(Freshdesk)
• Ability to analyzelogs, functional flows, operational data, and system behavior
• Understanding ofSLA, priority, escalation, and incident management

Process & Certification

• Strong understanding ofITIL framework
• ITIL Foundation certification(mandatory / strongly preferred)

Communication & Behavioral Skills

• Must speak Chinese or Japanese with communication skills(verbal and written)
• Must speak English communication skills(verbal and written)
• Stronganalytical and problem‑solving skills
• Excellent team player, comfortable in offshore and global teams
• High ownership and accountability
• Willingness to work inrotational shift‑based support models

Nice‑to‑Have

• Prior experience in supportingCLIENT applications
• Exposure toflight planning, navigation, or performance engineering systems
• Experience withproblem management, RCA, and service improvement
• Knowledge ofautomation, monitoring, or scripting

Benefits

• Regular team buildings
• 18 leave days / year
• Insurance, GP, Dental, Optical
• Annual bonus
• Working hours: rotational shift work from 8am to 10am, including weekend and PH
• Training and certifications paths