L1 / L2 Application Support Engineer - Airline Operations (A)

Company:

Sopra Steria is a listed European tech leader specializing in Consulting, Digital Services, and Software. With 60,000 employees worldwide across Europe, North America and Asia, Singapore serves as the HQ for our APAC operations. We focus on delivering Infrastructure, Cloud and Cybersecurity services across the region.

Role Overview:

The L1/L2 Application Support Engineer will provide first- and second-line support (advanced) for Airline Operational Systems within our client customer service perimeter. The role requires mandatory experience in Airline Application Support, covering Maintenance, Technical Data, and Skywise platforms operating in a shift-based global support model and following ITIL best practices.

Key Responsibilities: L1 Support

• Act as the first point of contact for client's application incidents, service requests & telephone calls
• Log, categorize, prioritize, and resolve tickets using the Servicenow / TechRequest / ITSM tools
• Perform initial functional and technical troubleshooting
• Utilize and update Knowledge Base (KB) articles
• Ensure SLA adherence and timely communication with users
• Escalate unresolved issues to L2 with complete analysis and documentation
• Participate in shift-based operations, including weekends/holidays if required
• Ensure proper shift handovers
• Maintain high levels of customer satisfaction and communication quality

Key Responsibilities: L2 Support

(In addition to L1 responsibilities)

• Handle complex and escalated incidents impacting airline operations
• Perform deep functional and technical analysis across client applications
• Troubleshoot data issues, integrations, interfaces, batch jobs, and performance anomalies
• Support major incidents and critical operational windows
• Perform Root Cause Analysis (RCA) and contribute to problem management
• Collaborate with client product teams, L3, and engineering
• Create and maintain runbooks, SOPs, and advanced KB articles
• Mentor and guide L1 support analysts
• Drive shift-left, automation, and continuous improvement initiatives
• Work in rotational shifts and on-call support as required

Requirements:
Mandatory Domain Experience (Non-Negotiable):

• Hands-on Application Support experience in Airline Operations
• Experience supporting business-critical airline applications in production
• Strong understanding of airline operational workflows

Application Functional Knowledge (Added Advantage):

Candidates with functional knowledge in at least 3 or more airline applications will have a strong advantage.

Relevant applications include (but are not limited to):

Airline Operations / Customer & Engineering Platforms

• WISECAP
• CLIENTWorld Portal
• UEA / UMC (replaced by AURA)
• MyTeam
• Smarter Classroom

Skywise & Data Platforms

• Skywise Core
• Skywise Health Monitoring

Customization, Delivery & Engineering

• Customization & Delivery – CDIS (General)
• ELIPS
• Drawings
• airn@vX Engineering – Airnav

Technical Data & Maintenance

• Technical Data Services Delegations
• TechRequest
• MATe Suite

Training, Identity & Access

• e-Training
• PingFederate / PingOne

Ability to understand functional workflows, business impact, and inter-application dependencies is highly valued beyond pure technical troubleshooting.

Required Technical & Functional Skills:

• Experience in client ecosystem or airline OEM environments
• Strong experience with ITSM tools such as ServiceNow & TechRequest
• Proven Application Support experience
• Ability to analyze logs, functional behavior, data inconsistencies, and integrations
• Experience handling business-critical escalations

Process & Certification:

• Strong understanding of ITIL framework
• ITIL Foundation certification (mandatory / strongly preferred)

Communication & Behavioral Skills:

• Must speak Chinese or Japanese with communication skills (verbal and written)
• Must speak English communication skills (verbal and written)
• Strong analytical and problem-solving skills
• Excellent team player in offshore and global delivery models
• Ability to mentor junior team members
• High ownership and accountability
• Comfortable working in shift-based support environments

Nice-to-Have:

• Exposure to Skywise analytics and airline data platforms
• Experience with problem management, RCA, and continuous improvement
• Knowledge of automation, scripting, or monitoring tools

Benefits:
• Regular team buildings

• 18 leave days / year
• Insurance, GP, Dental, Optical
• Annual bonus
• Working hours: rotational shift work from 8am to 10am, including weekend and PH
• Training and certifications paths