Senior Application Support Analyst at Air Peace

PURPOSE OF ROLE

• The Senior Application Support Analyst will supervise other support analysts and play a critical role in managing and maintaining our application portfolio, including ERP, CRM, and all other bespoke, off-the-shelf, or enterprise applications.
• This role requires a deep understanding of application development, life cycle management, support, troubleshooting, and a proactive approach to ensuring the seamless operation of our website and software systems.
• The position will work closely with other department leaders to ensure IT is delivering as a business enabler across all sections of the organization.
• The ideal candidate may have previous aviation management experience and a proven track record of effective team management and results-driven leadership.

KEY ACCOUNTABILITIES / RESPONSIBILITIES

Responsibilities include but are not limited to:

APPLICATION SUPPORT & PORTFOLIO MANAGEMENT

• Take ownership of APL diverse application portfolio, including ERP, CRM, and other bespoke, off-the-shelf, or enterprise applications.
• Collaborate with cross-functional teams to understand application requirements, enhancements, and changes.
• Provide advanced technical support for applications, including incident resolution, troubleshooting, and performance monitoring.
• Act as the escalation point for complex application-related issues.

CONTINUOUS IMPROVEMENT, DOCUMENTATION & TRAINING

• ldentify opportunities for process improvements and efficiencies in application support and maintenance.
• Proactively implement changes to enhance application stability and performance.
• Maintain comprehensive documentation of application configurations, procedures, and troubleshooting steps.
• Conduct training sessions for IT staff and end-users on best practices for utilizing applications effectively.

VENDOR MANAGEMENT

• Liaise with external software vendors and service providers to coordinate all levels of support and maintenance activities.
• Ensure timely resolution of vendor-related issues and escalations in line with agreed SLA.

SECURITY & COMPLIANCE

• lmplement and enforce security best practices for application access and data protection.
• Ensure compliance with industry regulations and company policies.

EDUCATIONAL QUALIFICATION/KNOWLEDGE/EXPERIENCE/

KEY COMPETENCIES

• Bachelor's degree in computer science, Information Technology, or a related field.
• An M.B.A. or M.S. in information security is an added advantage. ITIL and SQL certification.
• Minimum of 7 - 10 years of experience in application support, with a focus on managing complex application portfolios and deploying business applications.
• Proficiency in troubleshooting application issues and system integrations.
• Strong knowledge of database management systems, technology stack, Net,
• MS SQL, Dynamics, Power BI and API Integration Platforms.
• Experience in designing, developing, deploying and supporting Dynamics CRM, ERP.
• Experience applying IT management operational teams, & in a business environment.
• Experience in working relationships and delivery outcomes with 3rd party vendors.
• Experience with IT lifecycle planning and proven skills in cost and time management, facilitation and negotiation.
• Experience designing, developing and supporting Dynamics CRM
• Strong leadership skills in order to motivate and lead their team effectively and to ensure that junior employees have the knowledge they need to do their jobs well.
• Strong interpersonal skills which enable them to communicate with their team, give clear instructions, and provide great customer service.
• Dynamic forward thinker that can anticipate industry trends and mastermind innovative solutions with modern aviation-related technologies and practices.
• Ability to work effectively across organizational departments and functions to achieve strategic goals.
• Ability to make quick decisions under pressure, and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Ability to present ideas in user-friendly language.
• Ability to analyze complex issues and provide effective solutions.
• Collaborative mindset and the ability to work well with cross-functional teams.
• Attention to detail: Ensure accuracy in documentation and application configurations.
• Proactive attitude: Identify potential problems and take preventive actions.
• Adaptability: Flexibility to adapt to changing business needs and technologies.

JOB SPECIFICATION (KEY RESULT AREAS/PRIORITY 0/0 OF TIME)

• IT Service Delivery
• IT Business Process Optimization
• IT Customer Satisfaction
• IT Stakeholder Relationship Management
• IT Good Corporate Governance & Compliance
• IT Organizational Effectiveness