Senior Application Support Specialist, FLYR

• 4+ years of overall experience in IT
• Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience)
• Advanced SQL knowledge
• 1+ years of full-time experience operating applications on Google Cloud/AWS/Azure
• Proven experience in application support, preferably in the airline industry. Familiarity with the incident management process
• Familiarity with software development methodologies (e.g., Agile, Waterfall)
• Proficiency in troubleshooting and technical problem-solving
• Excellent communication and interpersonal skills
• Ability to work under pressure and meet tight deadlines
• Ability to read and investigate scripts in Python/Bash/Go
• Experience in CI/CD, GIT
• Experience with task orchestration tools (Apache Airflow)
• Readiness for on-call duties during the weekends (up to 48h/month)
• Can do attitude

Desirable

• As a Senior Application Support Specialist in the IT airline industry, you will be at the forefront of ensuring the uninterrupted operation of our critical software systems
• Have the opportunity to showcase your problem-solving skills, working diligently to resolve technical issues, and providing essential support to airline staff and end-users
• Respond to and resolve production incidents, ensuring minimal downtime and impact on operations, preventing SLA violations, and hitting SLO targets
• Prioritize and escalate issues based on their severity and impact
• Train on-call team members on how to handle incidents; filling any learning gaps upon reviewing incident management trends. Foster a culture of learning and innovation
• Investigate, diagnose, and troubleshoot technical issues reported by airline staff or end-users
• Document issue resolution steps and maintain a knowledge base for future reference
• Coordinate post-mortems of necessary incidents involving DSI including customer communication
• Alert SRE to any continuous SLA violations to troubleshoot and determine a concrete resolution plan
• Creation and maintenance of runbooks with help from resources engaged in solving L1 incidents
• Maintenance of incident management tooling (PagerDuty & FireHydrant)
• Communicate effectively with non-technical stakeholders to gather information and explain technical issues
• Identify opportunities for performance improvement and optimization in collaboration with development teams
• Collaboration with SRE on promotion of development and adoption of automation tools, frameworks, and practices to streamline operational tasks, reduce manual effort, and increase efficiency
• Working Hours: 3:00PM - 12:00AM (PST)