Application Lead
Information Systems Associates - Sharjah (ISA-SHJ)
- Bangalore, Karnataka
- Permanent
- Full-time
The Applications Lead is also responsible for planning, design, development, and deployment of information and software systems for business operations.
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.Key Result Responsibilities1. 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.2. 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.3. Provides technical/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.4. Identifies resolutions to technical problems, carries out bug fixes for minor issues and applying patches channels unresolved issues in the right direction as necessary; responds within agreed time limits to call-outs.5. Assists and guides with the development and implementation of processes and service level agreements of incidents management and service request management.6. Assists and guides technical experts in planning, evaluating, testing, and implementing new technology such as systems and platforms. Participates in different projects as required.7. 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.8. 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.9. Ensures proper recording and closure of all claims; generates timely reports of different nature to capture support services activities.10. 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.11. Supports the roll-out of new applications (where applicable); sets up new users' accounts, profiles and passwords. Supports the clients during CR implementation (UAT and Training).12. Assists and guides 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.13. Responds positively to operational needs by being on-call available for critical systems 24x7 support.14. Responsible for training and leading the team if allocated15. Lead the team in Problem identification and liaising with stakeholders for creating a pipeline.16. Create Daily & Weekly Service Desk reports. Provide key data points that goes out as inputs to monthly reportsKey Result Responsibilities-Continued17. Actively monitor applications using monitoring tools and take corrective/proactive actions including escalating and sending out communications to impacted stakeholders18. Act as the primary point of escalations for all types of incidents. Report it to the Manager - IT Business Solutions. Initiate war-rooms for workaround and incident resolution19. Act as a repository owner for all key documents related to Service Desk20. Performs any other additional duties as directed by the line manager.Qualifications (Academic, training, languages)Bachelor Degree in Computer Engineering/Computer Science/Information Technology.
ITIL Certified (Not mandatory)
Fluent in English Language.Work Experience- 5-6 years in IT Infrastructure support, service desk, 24x7 critical operations preferably in aviation.
- Flight Operations & Engineering Applications to be familiar with
- AMOS (Engineering MRO System)
- ETLB (Electronic Technical Log Book) - Converge
- Aviatar (Aircraft Tracking and Health Monitoring Application used by MCC)
- LIDO (Flight Dispatch System)
- EFB (Electronic Flight Bag - AVIOBOOK)
- Fuel Efficiency Management System (SKybreathe)
- ACARS System (SITA Aircom)
- Flight Tracking System (Global Beacon)
- FlySmart (Aircraft Performance Calculation System)
- Quality Applications like Q-Pulse
- Safety applications like FDM Application (AirFASE/Aerobytes)
- IQSMS (Integrated Quality & Safety Management System)
- Experienced in managing operations and technology platforms - both internally and externally hosted.
- Proven skills in analyzing data, identifying pitfalls and recommending solutions.
- Possesses effective persuasive, negotiation, problem solving and decision-making skills.
- Employs technical expertise and interpersonal skills to execute new initiatives and achieve company's objectives.
- Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.