L1 / L2 Application Support Engineer - Airline Operations (A)
sopra-steria-i2s · Singapore · Not Specified
Quick Summary
- Provide first and second-line support for airline operational systems
- Perform troubleshooting, root cause analysis, and incident management
- Create and maintain runbooks, SOPs, and mentor L1 support analysts
Full 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 provide first- and second-line support (advanced) for Airline Operational Systems within our client customer service perimeter. The role requires mandatory experience in Airline Application Support, covering Maintenance, Technical Data, and Skywise platforms operating in a shift-based global support model and following ITIL best practices.
Key Responsibilities: L1 Support
- Act as the first point of contact for client's application incidents, service requests & telephone calls
- Log, categorize, prioritize, and resolve tickets using the Servicenow / TechRequest / ITSM tools
- Perform initial functional and technical troubleshooting
- Utilize and update Knowledge Base (KB) articles
- Ensure SLA adherence and timely communication with users
- Escalate unresolved issues to L2 with complete analysis and documentation
- Participate in shift-based operations, including weekends/holidays if required
- Ensure proper shift handovers
- Maintain high levels of customer satisfaction and communication quality
Key Responsibilities: L2 Support
(In addition to L1 responsibilities)
- Handle complex and escalated incidents impacting airline operations
- Perform deep functional and technical analysis across client applications
- Troubleshoot data issues, integrations, interfaces, batch jobs, and performance anomalies
- Support major incidents and critical operational windows
- Perform Root Cause Analysis (RCA) and contribute to problem management
- Collaborate with client product teams, L3, and engineering
- Create and maintain runbooks, SOPs, and advanced KB articles
- Mentor and guide L1 support analysts
- Drive shift-left, automation, and continuous improvement initiatives
- Work in rotational shifts and on-call support as required