Supervising Applications Analyst - Airport

Supervising Applications Analyst

San José Mineta International Airport (SJC) is currently recruiting to fill one (1) Supervising Applications Analyst vacancy within the Airport Technology Services Section. The Supervising Applications Analyst leads a team of six IT professionals who are responsible for the delivery of enterprise application management and frontline technical support services within a complex, 24/7 aviation environment. Under general direction, this role is responsible for planning, implementing, enhancing, and maintaining mission-critical business systems that support airport administration, operations, and public safety functions.

This includes operational and administrative platforms used across terminals, airfield operations, maintenance, finance, and other airport divisions. The position ensures system performance, user access management, upgrades, integrations, vendor coordination, cybersecurity compliance, and business continuity, minimizing downtime that could affect safety, security, or passenger experience.

The team is responsible for application administration, network support, desktop services, troubleshooting, and end user assistance across administrative offices, terminals, and operational facilities. This position establishes service standards, monitors ticketing and performance metrics, oversees application lifecycle management, and ensures responsive support for airport staff, tenants, and partner agencies. Additionally, the position manages program budgets, directs funding allocation for software and infrastructure initiatives, negotiates vendor contracts, and tracks expenditures to deliver reliable, secure, and cost-effective technology services that support safe and efficient airport operations.

The position also directs after hours, emergency service responses to equipment or system failures to serve the 24/7 needs of an organization. It serves as a key member of the Airport Emergency Operations Center for planning, policy, and execution of the Airport's IT response to incidents.

Key Responsibilities:

• Oversee day-to-day support for enterprise applications and management of their platforms; ensure high availability and reliability of applications; manage incident, problem, and service request processes; coordinate production support and escalation handling; monitor application health, uptime, integrations, and performance.
• Lead and mentor application support analysts and administrators; manage staffing, training, and performance reviews; build a culture of operational excellence and accountability.
• Act as escalation point for critical production issues, lead root cause analysis (RCA) efforts, drive permanent fixes and continuous improvement, coordinate communication during outages and major incidents.
• Oversee application deployments and production releases; ensure proper testing, rollback planning, and change approvals; minimize business disruption during upgrades and maintenance windows; coordinate with other Airport divisions.
• Partner with business leaders to understand operational needs; translate business requirements into support priorities; manage vendor relationships and third-party support contracts; provide status updates, reporting, and executive communication.
• Track SLA adherence and support metrics; develop dashboards and operational reporting; improve MTTR (Mean Time to Resolution) and service quality; identify automation opportunities to reduce manual support work; participates in work product review to validate correctness of solution and to provide feedback and mentorship to staff members.
• Review system architecture and scalability concerns; participate in disaster recovery and business continuity planning; guide modernization initiatives; provides recommendations for business process redesign and documentation as needed for new technology.
• Manage support budgets and licensing costs; evaluate support tools and managed service providers; negotiate vendor support agreements; plan capacity and operational spending.

Competencies:

The ideal candidate will possess the following competencies, as demonstrated in past and current employment history. Desirable…