Lead - Application Support

We are seeking a highly skilled and experienced Lead of Application Support Operations to oversee and manage our application support team. The ideal candidate will be responsible for ensuring the smooth operation, maintenance, support, reliability, availability, and security of all business-critical applications that support airport operations, passenger services, and enterprise functions. This role requires a proactive leader with excellent problem-solving skills and a deep understanding of various software components like Database/middleware/Application code/network/IT Infrastructure/IT Security. Person will be responsible for working with development team, business team and vendor team for any incident/service request/new development/enhancement/compliance etc. to align application performance with business objectives and regulatory requirements.

Role & responsibilities

• Oversee the day-to-day operations of the various IT applications running in and Airport.
• Ensure timely resolution of application issues and incidents, minimizing downtime and ensuring swift recovery from disruptions.
• Monitor and analyze application performance, identifying areas for improvement and implementing optimization strategies.
• Coordinate with development teams to address and resolve application bugs and enhancements.
• Identify opportunities of Automation and work for implementation.
• Run various system improvement plans to streamline operations and address business pain points.
• Front end Audit.
• Manage and maintain critical aviation applications such as Airport Operational Database (AODB), Flight Information Display Systems (FIDS), and Passenger Processing Systems.
• Ensure compliance with aviation industry regulations and standards, including those set by IATA and ICAO.
• Oversee enterprise applications, including ERP, HRMS, CRM, and financial systems, ensuring seamless integration with aviation operations

• Develop and maintain standard operating procedures (SOPs) for application support.
• Identify areas for process improvement and implement best practices.
• Ensure compliance with ITIL and other relevant frameworks.
• Adhere and improve on KPIs and SLAs relevant to application uptime, incident resolution, customer satisfaction, etc
• Act as the primary point of contact for application support related matters.
• Collaborate with business units to understand their application needs and requirements.
• Be Audit ready and face/lead audits for applications.
• Prepare Budget/forecast and track utilization.
• Prepare and present regular reports on application support metrics and performance.
• Systematically track and close issues/actions and key deliverable.
• Maintain accurate documentation of application support processes and procedures.
• Own IT applications and its related delivery for the Airport and internal stakeholders.

Preferred candidate profile

a. Experience with various applications/technologies/COTS products used by the organization.

b. Knowledge of Oracle/MSSQL/Java/Webservices/Micro services/Kubernetes/containers.

c. Familiarity with cloud solutions like AWS/Azure.

d. Understanding of middleware technologies.

e. Bachelors degree in computer science, Information Technology, or a related field.

f. Excellent problem solving and analytical skills.

g. Strong communication and interpersonal skills.

h. Excellent MS office skills (PowerPoint/Word/Excel etc.)

i. Experience with ITIL or other relevant frameworks is a plus.