Joining the IT Service Delivery team as an Application Support Analyst, your role will be to support and maintain our travel reservations application suite ensuring services are stable and performing to the agreed service levels in order for the Company to continue operating effectively both on a day to day and long term basis.
This is an excellent opportunity to join the innovative and dynamic IT department at TUI UK & Ireland, where you will be part of one of the world’s leading leisure travel companies operating in over 180 countries with more than 30 million customers in 27 key source markets. The IT department consists of various teams which support our operational business units across Commercial functions (Retail and Tour Operations), Airline, Call Centres, eCommerce and several office locations. We’re currently replacing most of our technology at TUI UK & Ireland through a transformation programme.
These initiatives are designed to improve the customer journey and develop internal business efficiencies. You will join the expanding Application Support team to support our ambitious delivery plans and continue to enhance our existing services.
What you will be doing
As an Application Support Analyst you will be providing second level problem determination and support services for our travel reservations application suite both in live and test environments, liaising closely and working in collaboration with the IT Service Desk, Incident and Change Management Teams, as well as third party suppliers to resolve incidents & problems. You will be expected to build and maintain detailed knowledge of TUI-UK production applications and their interfaces, understanding corporate systems, their inter-dependencies and how they support the business.
As part of your operational support responsibilities you will be expected to define, implement and maintain operational procedures. You will make use of monitoring and automation tools to manage data availability and integrity across the application stack. This includes supporting batch processing and ensuring all scheduled activities complete correctly and within expected timescales. You will ensure an appropriate level of performance support monitoring is in place across all applications, identifying any trends and take appropriate actions to ensure performance risks are mitigated or resolved or proposals to do so are made to senior management.
You will monitor incident queues and respond to incidents in a timely manner, ensuring these are investigated and resolved in line with targets. As part of this process you will monitor system alerts and respond to any that require attention. You will take action to ensure any identified risks are mitigated or resolved or make proposals to address these to the relevant stakeholders. You will work closely with the Problem and Incident Management Team to identify the root causes of major impact incidents, recommend & implement permanent resolutions to prevent re-occurrences. This will require collaboration with Development Teams where code changes are required to resolve incidents and ensure these are released into production in a controlled manner.
As part of your service introduction and transition responsibilities you will ensure that Service Delivery Acceptance Criteria is defined, documented, fully communicated to the Development and Change Teams and used before accepting new projects or changes into service.
You will be expected to work closely with the internal build and deployment teams in conjunction with Project Delivery, Enterprise Architects and 3rd party suppliers to ensure project changes are delivered successfully. You will be responsible for reviewing system design changes to ensure they adhere to expected service standards and recommend changes to ensure maximum stability, availability and efficiency of the supported applications. You will be required to understand Service Levels Agreements (SLA) and Operational Level Agreements (OLA) to ensure customer satisfaction and identify areas requiring improvements, make proposals and recommendations to ensure target areas are addressed.
What we are looking for
- Technical and administrative skills in the AtCore suite of products, with a particular emphasis on hands on knowledge of the application set up, operations, functionality.
- Intelligent analysis of data to draw conclusions/make recommendations
- Demonstrate an understanding of commercial processes and requirements
- Excellent verbal & written communications skills, ability to communicate effectively at all levels
- Strong and proven experience in the analysis and resolution of highly complex technical incidents
- Experience in successfully delivering new applications into a production environment
- ITIL Foundation qualifications with knowledge of ITIL Service Management processes and practices
- Proven ability to work with 3rd Party Suppliers both onshore and offshore
- Planning, organisation and project management skills
- Strong problem determination and problem solving skills
- Strong team player who is also capable of working on own initiative and adapt to changing workloads
- Preferred technical specialism in following technologies:
Application layer – AtCore Suite
Database layer – Oracle, MySQL, SQL Scripting
Working within TUI group
TUI UK and Ireland is the UK’s largest tour operator with key brands including TUI, First Choice, Marella Cruises and Crystal Ski Holidays. Sub brands include Sensatori, Sensimar, and Family Life, as well as First Choice Holiday Villages and SplashWorld Resorts. Our airline is the UK’s third largest with 62 aircraft operating to over 88 destinations in 30 countries. We have a team of more than 10,000 employees serving over 5.5 million customers each year.
It’s our people that make us number one!
TUI Group is the leading tourism business with over 67,000 employees across the world. The Group includes our unique hotel portfolio, our cruise ships, our own aircraft, tour operators, travel agencies, and much more. At TUI, we have embarked on a journey of development towards a more digital, connected and integrated future. But we haven’t arrived there yet.
Join us now and shape the future of travel. You can look forward to a competitive salary, pension scheme and further benefits such as generous holiday discounts, great rates with foreign exchange and discounts with retailers.
How to apply
Please click on the link below, the application process consists of answering a few questions and uploading your CV.
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