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. 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.

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.

Your Responsibilities

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.

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.

Required Skills, Qualifications, and Experience

• Bachelor's degree in computer science, Information Technology, or a related field.
• 2-5 years in Application Support role, particularly in environments that require rigorous problem-solving and issue resolution.
• 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.
• Strong proficiency in SQL and PL/SQL and Database Management Systems (Oracle, MySQL)
• Extensive experience on supporting web applications.
• Programming skills in Java or Python.
• Testing frameworks (e.g., Cucumber/Selenium)
• Database management systems: Oracle, SQL Server, MySQL.
• Monitoring systems: Datadog, Grafana, Kibana.
• Familiarity with Cloud computing: Amazon Web Services (AWS), Microsoft Azure.
• Familiarity with operating systems: Windows, Linux, and macOS.