Provide L1/L2 application and product support for aviation passenger solutions in a 24/7 rotational environment. Investigate and resolve production, billing, and customer issues within service levels; perform troubleshooting and root cause analysis; collaborate with DevOps, SMEs, partners, and customers; create support documentation and reports; monitor applications; and ensure compliance with ITSM escalation and support procedures.
Summary:
At IBS Software, we pride ourselves on being a lead product-based company that specializes in Aviation Passenger Solutions (APS) as one of the Line of Business (LoB). Our proprietary software, iFlyRes & iRetail, plays a crucial role in managing the APS process, and as a Product Support Executive, you will be an integral part of our team, providing support to our international customers.
In this role, you will be responsible for the smooth operation of our APS products. You should also have superb communication and interpersonal skills, as you will be interacting with various stakeholders across the organization & with customers. Your expertise and dedication will play a vital role in ensuring the satisfaction of our valued customers.
One of the key aspects of this role will be your ability to quickly learn how our software works, gaining a deep understanding of its structure and technology. This in-depth knowledge will enable you to provide effective support and contribute to the continuous improvement of our products.
We are looking for someone who possesses excellent problem-solving skills, strong attention to detail, and the ability to work well under pressure.
Work Location: Trivandrum
Timings: 24*7 Rotational Shift
Joining: Immediate to 60 Days.
Academic Qualifications And Certifications
- Bachelor of Science Degree in Computer Science/Computer Engineering or equivalent required
- ITIL certification (foundation or above) is preferred.
- AWS course is preferred.
Position Responsibilities
- Address Passenger Service Solutions issues raised by Customer/Call Center agent, Escalations agents, Internal Resources, partners, and customer account managers.
- Ensure production issues are addressed within agreed service levels.
- Work with the Dev Ops to investigate and resolve customer billing issues.
- Interface with SME to ensure issues are resolved promptly.
- Develop technical support training material and KB articles.
- Produce appropriate reports regarding findings/status (with data to support –and visibility to related root cause analysis)
- Enforce compliance with Issues escalations and support procedures.
- Flexible to work on other project if needed.
- 2–6 years of experience in Application/Product Support.
- Hands-on experience supporting Java-based applications.
- Experience in ITSM processes (Incident, Problem, Change, and Service Request Management).
- Experience managing L1/L2 support activities in SLA-driven environments.
- Strong troubleshooting, analytical, and Root Cause Analysis skills.
- Good knowledge of Linux/Unix and SQL.
- Hands-on experience with Grafana and other monitoring/observability tools.
- Knowledge of Core Java, Oracle WebLogic, Apache Tomcat, and AWS is preferred.
- Basic understanding of AI concepts and Prompt Engineering.
- Excellent verbal and written communication skills.
- Strong customer-facing and stakeholder management skills.
- Good listening skills, empathy, and service-oriented mindset.
- Ability to work independently and collaboratively in a team environment.
- Strong attention to detail and proactive approach to problem-solving.
- Flexible to work across projects and support shifts as required.
Required Experience
- 2–6 years of experience in Application/Product Support.
- Hands-on experience supporting Java-based applications.
- Experience in ITSM processes (Incident, Problem, Change, and Service Request Management).
- Experience managing L1/L2 support activities in SLA-driven environments.
- Strong troubleshooting, analytical, and Root Cause Analysis skills.
- Good knowledge of Linux/Unix and SQL.
- Hands-on experience with Grafana and other monitoring/observability tools.
- Knowledge of Core Java, Oracle WebLogic, Apache Tomcat, and AWS is preferred.
- Basic understanding of AI concepts and Prompt Engineering.
- Excellent verbal and written communication skills.
- Strong customer-facing and stakeholder management skills.
- Good listening skills, empathy, and service-oriented mindset.
- Ability to work independently and collaboratively in a team environment.
- Strong attention to detail and proactive approach to problem-solving.
- Flexible to work across projects and support shifts as required.
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