Learn the Airline and API product in depth to be able to answer product knowledge
Involve in production issues investigation, escalation of issue, provide solution and provide details to developer, vendors or third party support or resolve it within the agreed service level (SLA).
Provide support to the stakeholders on the system error and configuration in accordance with business requirements.
Involves in system enhancement, configuration and troubleshooting with internal / external parties.
Participate in application releases, from development, testing and deployment into production.
Assist Online Travel Agency (OTA) integrate with our application program interface (API). Provide support to OTA on system configuration and troubleshooting.
Be able to discuss API features, functionality, and integration with various people within an organization (from developers to stakeholders)
Maintain and update knowledge base articles consistently as new knowledge is discovered.
Communicate internally and externally to apply the business requirements into new and existing products/applications.
Define process on project transition with respective teams and documentation such as SOP on web services and technical support as guideline on any implementations based on user requests or technical troubleshooting related.
Rotate with the team members to provide on-call support over nights and weekends for high priority issues
Minimum working experience:
At least with 3 years work experience in a system support role
Degree educated in Computer Science, IT Engineering or equivalent.
Ability to master our airline system and API's functionality
Knowledge of business behaviors and process flow in airline systems and API is of an advantage
Knowledge of or experience with HTML, XML, SQL, SOAP, etc
Effective interpersonal skills (written and oral) and the ability to communicate effectively with a variety of staff levels
Experience supporting in airline system and API
Experience working tickets and managing priorities within issue tracking systems (e.g. Jira)
Analytical and problem solving skill on issue troubleshooting
Ability to multitask in a fast paced work environment
High sense of urgency and motivation to succeed
Meticulous and displays high attention to detail but able to see the bigger picture of why we are doing things