Application Support Analyst

We’re recruiting for an experienced Application Support Analyst who has knowledge of Travel Technology Systems, experience of online booking tools and GDS platforms.

• Support the business in achieving company & departmental SLAs & KPI’s.
• Provide expert-level technical support to resolve complex application issues escalated from 1st and 2nd line support teams.
• Investigate major incidents and recurring problems, identifying root causes and implementing preventive measures to avoid future occurrences.
• Document incidents, problems, and resolutions thoroughly for future reference and continuous improvement.
• Participate in user acceptance testing (UAT) and quality assurance processes to identify and report bugs, ensuring the delivery of high-quality end-product to customers.
• Create internal and external knowledge base articles that will be used to assist customers and other support team members
• Evaluate and escalate technical or customer related issues to internal stakeholders through timely communication of system issues and faults, ensuring the business is kept well informed and in constant communication through any downtime or issues affecting the quality of service.
• Responsibility for maintaining and troubleshooting all existing and future products – both third-party and proprietary.
• Project manage, where required, implementation of new products and solutions that fit into our existing and future tech stacks.
• Technical configuration of complex processes.

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