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

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 for airline operations applications, ensuring high availability and reliability of flight operations, crew management, navigation, performance, and training platforms.
The role operates in a shift-based global support model, supporting mission-critical airline operations, and follows ITIL-based service management practices.

CLIENT Application Landscape (Scope of Support)

Support coverage includes, but is not limited to:

Flight & Crew Operations

• N-Crew Planning
• N-Ops & Crew (RAIDO)
• N-Flight Planning
• N-Tracking

Performance & Operational Data

• N-Performance (AODB & TODC)
• N-Performance (PEP / LTS)
• FODM

Navigation & Charts

• Navigation+
• Charts+

Flight Execution & Documentation

• Mission+ (Flight)
• Mission+ Doc Manager
• Flysmart+

Training & Enablement

• A-Training Ordering
• CLIENT Academy

Support & Access

• CLIENT Support Portal

Requirements:
Mandatory Domain Experience:

• Airline Operations / Aviation Application Support experience
• Exposure to flight operations, crew management, navigation, or performance systems
• Understanding of airline operational constraints and time-critical environments

Application Functional Knowledge (Added Advantage):

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

Ability to understand business workflows, operational impact, and cross-application dependencies is highly valued.

Key Responsibilities: L1 Support

• Act as the first point of contact for CLIENT application incidents, service requests & telephony calls.
• Log, categorize, prioritize, and resolve tickets using the Freshdesk / 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

Required Technical & Functional Skills:

• Experience with Application Support in airline/aviation environments
• Hands-on experience with ITSM tools (Freshdesk)
• Ability to analyze logs, functional flows, operational data, and system behavior
• Understanding of SLA, priority, escalation, and incident management

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, comfortable in offshore and global teams
• High ownership and accountability
• Willingness to work in rotational shift-based support models

Nice-to-Have:

• Prior experience in supporting CLIENT applications
• Exposure to flight planning, navigation, or performance engineering systems
• Experience with problem management, RCA, and service improvement
• Knowledge of automation, monitoring, or scripting

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