Application Support Analyst

Posted 31 August by TUI in the UK

Joining the IT Service Delivery team as an Application Support Analyst, your role will be to support and maintain all Web IT systems and applications 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.  Our vision within IT is to make travel experiences special by working as one team to make IT Happen.

Our culture is all about delivering great technology through our unique combination of TUI business knowledge and technical expertise, driven to succeed through a one-team approach. You will join a pool of Application Support Analysts 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 provide second level problem determination and support services for all Web applications 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 knowledge of all TUI-UK production Web applications and their interfaces, interdependencies 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 provide performance & availability management across all Web applications and systems, identify 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 target SLA/OLAs. As part of this process you will monitor system alerts and respond to any that require attention. You will be responsible for web SSL certificate management and web domain name management.

You will manage the execution of end to end service performance tests on a quarterly basis to validate production capacity for our busy trading periods. You will be expected to provide out-of-hours, on-call support coverage on a rota basis between 1800-0800 on weekdays and 24hrs during weekends.  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 reoccurrences.

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. You will be responsible for adhering to Change and Configuration management processes, ensuring all application changes are reviewed for quality, rigorous testing and contingency/back-out planning, and that any supporting documentation is fully updated and to the agreed quality standard prior to implementation.

What we are looking for
  • Excellent and in-depth understanding of web infrastructure and associated technologies
  • 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 certification 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 with ability to adapt to changing priorities
  • Strong problem determination and problem solving skills
  • Strong team player who is also capable of working on own initiative
  • Preferred technical specialism in following technologies:
  • Web layer – Apache
  •  Application layer – Tomcat, Jboss, Windows IIS
  • Database layer – Oracle, MySQL
  • Operating Systems – Unix, Linux, Windows Admin, Shell 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

Apply online, we just need a few details from you and your CV.

Reference: 35679814

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