Lead Operations Support (PSS)

Job Description

Job Summary
The Lead – Operations Support (PSS), will play a crucial role in ensuring the continuous operation and performance of PSS Core Systems (Navitaire New Skies and Go Now), APIs, applications, and PSS ecosystem.
This position demands 24X7 monitoring and proactive health checks to maintain optimal service levels. The Lead will also manage major incident response and service requests as per established SLAs.
The Lead will collaborate with various teams, including major incident management teams to swiftly resolve issues, support regular/ad-hoc activities, manage/support projects like DR recovery exercises, comply with various IT security standards and audit requirements, manage team productivity, and prepare periodic and ad-hoc reports. 
Key Responsibilities:
24X7 Monitoring and support
• Monitor and respond to system-generated or user generated events and tickets pertaining to PSS systems, applications, and services.
• Prioritize and resolve incidents according to established procedures.
• Ensure quick incident resolution to minimize downtime and service disruption.
Proactive health checks
• Conduct regular health checks on both application and infrastructure layers.
• Identify and address potential issues before they impact operations.
• Collaborate with relevant teams to implement preventive measures.
Fix bridge management
• Manage and coordinate the resolution of P1, P2, P3 tickets, escalating, as necessary.
• Provide support to major incident management teams during critical incidents ensuring swift resolution and communications.
Other responsibilities and requirements
• Proficiency in incident management and monitoring tools.
• Willingness to work in 24X7 shift environment including weekends and holidays
• Adhere to SLA’s, ensure consistently high customer satisfaction scores.
• Escalation management – Escalate issues within Indigo or Navitaire or third-party vendors when required.
• Relationship management with various functions/departments.
• Responsible for implementation of Governance framework, support and manage audit requirements.
• Develop and maintain a schedule of maintenance/upgrades/renewal tasks and ensure timely completion.
• Co-ordinate and publish maintenance windows and downtimes requested by Navitaire or Digital teams.
• Be aware of Information Security, Data Protection and safety policies and fully comply with the policies
• Manage communications to various stake holders, be it normal routine or emergency communications
Key Requirements and experience
• Graduate in Engineering (BE / B. Tech) , BSc / MSc Computer Science discipline with 8 plus years of relevant 
 experience in managing Airline PSS systems or Managing support operations of airline PSS systems.
• Airline business process knowledge and experience.
Experience in one of the following would be an added advantage
• At least around 1 years of practical experience in Dotnet software/API development and support.
• Coding experience with Dotnet C#, MVC, SQL server, MySQL, Web service and Web API
• Experience with a Web Services /Json API development and support.
• Version Control Tools \ Methodology  GIT, TFS, GITHUB.
                                                             OR
DB Database Administration experience: SQL, DB management, Performance Tuning, Backup and recovery, Security management, Data modelling and scripting.