Job Profile
The Application Support Analyst will be responsible for Levels 1 & 2, supporting our internal users from all Vista Global Offices. The goal is to provide efficient and reliable support services by attending ad-hoc service requests and troubleshooting system issues and proposing solutions to production issues. You will be utilizing ITIL Principles aligned to Vista Global fast pace and growing IT, you will work closely with IT Technicians, DevOps\SysOps, Software Developers, IT Infrastructure Specialists, Product Managers, and IT Management.
Vista Global Holding provides worldwide business flight services. A global group headquartered at the DIFC in Dubai, Vista Global integrates a unique portfolio of companies offering asset-light services to cover all key aspects of business aviation: guaranteed and On Demand global flight coverage; aircraft leasing and finance; and cutting-edge aviation technology.
The group’s mission is to lead the change to provide customers with the most advanced flying services and the very best value, anytime, anywhere around the world. Vista Global’s knowledge and understanding of all facets of the industry deliver the best end-to-end offering and technology to any business aviation customer, through its VistaJet and XO branded services.
Your Responsibilities
- Responsible for Level 1/2 support of Vista Global's
- IT Ticket
- Incident and Problem
- Strong Customer Service Ethic and customer-focused
- Understand the Vista Global business processes and how the existing IT services are essential in running them; so that you can successfully resolve incidents and propose problem workaround to the business.
- Bug identification and documentation based on tests run on test
- Document investigations and solutions
- Use of Remote Support Tools (TeamViewer, WebEx, Slack, etc) to communicate with the user and gather evidence from their devices.
- Contribute to the success of other IT Functions such as SysOps, Development, and Infrastructure Teams.
- Prioritize workload and urgency, using a good level of ITSM
- Participate in new application onboarding processes and sign
- On-Call hours during the late hour and/or weekends, accordingly to the team
- Attend emergency calls during on-call
- Availability for eventual business travels for training and project coverage
Required Skills, Qualifications, and Experience
- Fluency in written and spoken English
- Strong investigation
- Proactive, organized, and responsible
- Self-driven professional, with strong testing skills and self-learning
- Solid understanding of Relational
- Experience in support of a wide range of Web-Based Bespoke and COTS
- Excellent problem-solving, analytical skills and troubleshooting
- Networking, Cloud computing (AWS and Azure) and Development knowledge/skills.
- Ability to find patterns and memorize a sequence of
- Ability to work well in a team or multiple
- Ability to work according to a flexible
Technical Skill Set:
- Use of the following support, software, reporting and monitoring tools: Jira, Confluence, Datadog, Kibana, Jenkins, Grafana, Raygun.
- Solid SQL Skills: Query and scripting abilities on SQL, PL\SQL, MYSQL, Oracle SQL Developer, and PostgreSQL.
- Microservice Architecture: Kafka & Kubernetes
- API testing: SOAPUI & Postman
- Scripting tools: PowerShell, Bash and others are
- Solid Understanding of ITL framework
- Understand of Agile