Application Support Analyst

Job Profile:

The Support Analyst is a critical role responsible for providing Level 1 and Level 2 support across all company locations. This role demands a thorough understanding of technical systems and end-user support to ensure the continuous operation and functionality of our proprietary applications. The ideal candidate will collaborate actively with IT Technicians, DevOps/SysOps, Software Developers, IT Infrastructure Specialists, product managers, and IT Management. 

Vista Tech plays a vital role in the Vista group operations by delivering and accelerating comprehensive technology solutions across all brands. Vista’s end-to-end and click-to-flight solutions offer the industry's only comprehensive flight booking platform, seamlessly integrating global operations, and leveraging AI and machine learning to optimize pricing and fleet movement.  

Key responsibilities include optimizing support procedures, maintaining knowledge base articles, and reporting to the Senior Manager – Global Application Support, under the guidance of the Application Support Squad Lead.

Application Support:

• Provide proactive and reactive technical support, troubleshooting, issue resolution, and root cause analysis with an emphasis on deep investigation into complex issues through system and workflow analysis.
• Monitor application performance to ensure system stability and anticipate potential issues before they affect operations.
• Collaborate with development teams on technical issues to ensure quick resolutions and minimal operational disruptions.
• Identify any opportunity for automations and address it according to the internal procedures.
• Availability for on-call rotations that ensures business coverage out of hours.

User Assistance: 

• Act as the primary contact for end-users, offering training, support, and guidance on application use and best practices.
• Address user inquiries and issue managing support tickets swiftly, fostering understanding and promoting self-service among users while documenting solution provided.
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Technical Proficiency:

• Maintain a comprehensive understanding of application architecture, functionality, and integration to troubleshoot issues effectively.
• Utilize SQL and scripting skills to manage databases and support queries and reports.

Process Improvements:

• Contribute to projects that enhance support team efficiency and scalability, employing strategic approaches to continuous improvement.
• Provide Level 1/2 technical support for Vista Global's IT Ticket system, including incident and problem management.
• Maintain a strong customer service ethic and customer-focused approach to resolving technical issues.
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• 2-5 years in Application Support role, particularly in environments that require rigorous problem-solving and issue resolution.
• Bachelor’s degree in computer science, Information Technology, or a related field. ITIL 4 foundation certification preferred.
• Strong SQL skills and familiarity with database management systems like Oracle, SQL Server, and MySQL.
• Experience with cloud platforms (AWS, Azure) and monitoring systems (Datadog, Grafana, Kibana).
• Proficiency in Incident and Problem Management.
• Extensive experience in Ticketing Management systems to efficiently handle and prioritize support tickets and user inquiries.