Senior Application Support Engineer

Job Title

Application Support Engineer

Role Summary

We are looking for a customer focused Application Support Engineer with experience or strong interest in the Travel Airlines and GDS Global Distribution Systems domain The role involves providing 24x7 production support for business critical applications ensuring high availability quick issue resolution and excellent customer experience

The ideal candidate is comfortable working in shift based operations follows SOP driven processes and collaborates closely with L2L3 teams to resolve incidents and continuously improve service quality

Key Responsibilities

Provide Level 1 application support for travel airline and GDS based applications

Experience in GDS systems such as Amadeus Abacus Galileo Sabre Travelport Very Critical

Monitor application health alerts and workgroup queues proactively identify and respond to issues

Log triage and resolve incidents and service requests within agreed SLAs using ITSM tools

Follow standard operating procedures SOPs scripts handbooks and or runbooks for consistent issue handling

Perform initial root cause analysis and escalate unresolved issues to L2L3 teams with complete diagnostics

Communicate clearly with customers and stakeholders providing timely and accurate updates

Support customerfacing travel applications used by agents and corporate clients ensuring minimal disruption to business operations

Identify recurring issues and trends and provide feedback to improve processes automation and knowledge articles

Participate in major incident bridges shift handovers and daily operational reviews

Ensure compliance with security audit and operational guidelines

Required Skills Competencies

Core Skills

Strong ability to multitask and work in a high volume shift based support environment

Good problem solving and analytical skills with strong attention to detail

Clear verbal and written communication skills

Customer centric mindset with the ability to remain calm under pressure

Quick learner with the ability to understand front office airline and travel applications

Working knowledge of incident problem and service request management processes

Participation in major incident P1P2 bridges

Knowledge documentation and SOP updates

Automation awareness and continuous improvement mindset

Domain Skills Must Have

Business Travel domain knowledge including airline operations or travel technology platforms

Understanding booking flows ticketing PNRs profiles or travel content systems

ITIL awareness or certification

Behavioral Professional Skills

Strong prioritization and time management skills

Ability to work effectively in a team oriented collaborative environment

Willingness to work in rotational shifts including weekends and holidays

Proactive attitude toward continuous improvement and learning

Work Environment

24x7 rotational shifts including weekends and public holidays

Fast paced environment with high customer interaction and business critical systems