Last update: 17.02.2023
- monitor and handle European AIS Database (EAD) Service Desk tickets assigned to the Application Providers on behalf of the Development team to ensure they do not breach Service Level Agreement (SLA within ITIL standards). (AIS by ICAO Annex 15 - Aeronautical Information Services)
-responded to and resolved support tickets in a timely matter.
- communicate in Enghlish with the clients via the ticket or email to collect sufficient information to reproduce issues.
- investigate the reported issues and create a reproducible problem report for the Development team.
- follow-up the status of the created problem reports with the Development team and report back to the Service Desk tickets.
- common responsibilities highlighted are applying diagnostic techniques, completing problem-solving processes, managing customer accounts to resolve problems with hardware and software and forwarding customer suggestions to appropriate teams.
- created cases according customer issues with using JIRA ticketing system.
- reviewed existing technical solutions for improvements and efficiencies.
- identify and escalate situations requiring urgent attention to Oracle Database team or JAVA Development team and third parties.
- create and maintain documentation in Lotus Notes 8.5 for knowledge sharing.
- participation on projects, development life cycle.
- creating Oracle Database reports for customers via SQL scrips in SQL Developer.
- check Java application, system and HW logs on Linux server via Terminal or WinSCP.
- participation Testing of company JAVA aeronautical application products manualy or via SOAP UI. (DEV, SQT, FAT, SAT,...)
- prepares recommendations and presentation to management.
- interact with all levels of staff/teams to resolve various technical issues.
- supporting aeronautical application products: Static Data Operation Data Provider (SDO DP), Static Data Operation Data User (SDO DU), Static Data Operation Graphical Tool (SDO GT), International NOTAM (Notice to Airmen) Operation Data Provider (INO DP), International NOTAM (Notice to Airmen) Operation Data User (INO DU), EAD System Interface (ESI), Internet File System (IFS), Legal Recording Investigation (LRI), Pre-Flight Information Bulletin (PIB), User Management System (UMS), Workflow Management (WFM)
