Subject Matter Expert - Aviation Applications

Job Description :

- Monitor application performance, availability, and incident resolution in alignment with SLAs.

- Provide Level 3 support and technical expertise for troubleshooting, root cause analysis, and resolution of complex application issues.

- Ensure high availability and minimal downtime of aviation systems critical to airport operations.

- Collaborate with vendors, IT teams, and airport stakeholders to manage application updates, patches, and upgrades.

2. System Integration & Enhancements :

- Work with IT infrastructure and network teams to ensure seamless integration of aviation applications with airport IT systems.

- Optimize system interoperability between aviation applications, SAP, ServiceNow, and ITSM tools.

- Recommend and implement process improvements to enhance operational efficiency and user experience.

- Ensure applications comply with aviation industry standards, IATA regulations, ACI guidelines, and airport authority policies.

3. Vendor & Stakeholder Management :

- Serve as the key liaison between IT, business users, application vendors (SITA, Avito, etc.), and regulatory bodies.

- Manage vendor contracts and performance to ensure adherence to service agreements and SLAs.

- Collaborate with airlines, ground handlers, and other airport stakeholders to align IT applications with operational needs.

4. IT Governance, Compliance & Security :

- Ensure compliance with ITIL v4 best practices for incident, change, and problem management.

- Maintain documentation, SOPs, and knowledge bases for aviation applications.

- Ensure security policies and access controls are enforced for all critical aviation systems.

- Support disaster recovery planning and business continuity measures for aviation applications.

5. Training & Knowledge Sharing :

- Conduct training sessions and workshops for IT teams and end users on aviation application functionalities and best practices.

- Provide mentorship and technical guidance to IT support staff.

Required Qualifications & Experience :

Education :

- ITIL v4 certification (preferred).

Experience :

- Strong hands-on experience with SITA, AVITO, AODB, FIDS, RMS, DCS, CUPPS, BRS, and AMHS.

- Experience working in an outsourced IT model and managing third-party service providers.

- Proven expertise in ITSM tools like ServiceNow for incident and change management.