Job Description

WHAT YOU’LL CHAMPION:

• Responsible for ensuring all requests/issues/incidents for Application Technology support are tracked and actioned within the stipulated SLAs.
• Responsible for continual service improvement activities by constantly collaborating with 1 st Level IT Assist, AirAsia application/system’s vendors and across AirAsia department system PIC that supported by Airline Technology by taking over issues and being able to resolve without escalation to 3 rd Level parties.
• Act as 2 nd Level Support and increase of issue resolved at first escalation from 1 st Level team.
• Good knowledge of hardware, software and monitoring setup, maintenance, problem troubleshooting and resolution.
• Deliver 2 nd Level Incidents and Service Requests support in end-user computing and application supports
• Responsible for ensuring all cases logged from IT Assist and other 1 st Level teams such as COE team, application vendors and the rest of functional teams in Airline Technology are actioned/escalated accordingly for proper resolution within agreed service levels.
• Act on issues inline with Standard Operating Procedures (SOP).
• Good analytical and problem solving skills.
• Good command of the English language both verbal and written, is essential
• Ensure all cases in the queue and assigned tasks from Team Leader/Superior picked followed-up accordingly.
• Act as escalation point for cases logged by 1 st Level IT Assist and COE team as well as application vendors
• Prepare and maintain after hours on call roster to ensure seamless support after hours for urgent cases
• To act as point of reference/guidance for IT Assist and other Level 1 teams.
• Advise or raise concern to Superior on situations that may require additional support or escalation.
• Manage service and incident request of the team
•  Configuration of monitoring tools 

WHO YOU ARE:

• Resilience and Flexibility (Can do attitude)
• Attention to details
• High sense of urgency and motivation to succeed
• At least 5 years work experience handling a team either as a service desk or application support.
• Support experience preferable in the airline industry.
• Must be self-motivated with the ability to work independently and in a team environment.
• Good and positive work attitude, willing to share/learn and able to work under pressure to meet tight deadlines.
• Excellent verbal communication, and the ability to convey information clearly and effectively
• Time management skills, problem solving, analytical skills, and organizational skills are necessary for success in this position.
• Degree educated in Computer Science, IT Engineering or equivalent.
• ITIL V3 Foundations