Application Support Specialist

Company Description

TripOTA is an IT company operating in the travel industry, dedicated to providing innovative technology solutions to enhance the travel experience. Our mission is to simplify travel planning and improve customer satisfaction through cutting-edge solutions. Headquartered in a dynamic and fast-paced environment, TripOTA is committed to driving technological advancements in the travel sector. We strive to foster a collaborative environment where creativity and technology converge to create exceptional results.

PURPOSE AND SCOPE

We are seeking a detail-oriented and business-savvy Application Support Executive to ensure smooth operation of TripOTA's OTA platform and related systems.

This role is responsible for supporting customers in resolving business and system-related issues, investigating complex booking scenarios, validating data consistency, and coordinating with Development and Infrastructure teams when technical intervention is required.

The position plays a critical role in maintaining service reliability and protecting revenue impact for customers.

KEY RESPONSIBILITIES

• Provide second-line support for OTA platform users (agencies, partners, internal teams).

• Investigate and resolve complex booking, ticketing, payment, and reconciliation issues.

• Analyze booking lifecycle, commission logic, refund/reissue cases, and system behavior.

• Validate and verify data using SQL queries when necessary.

• Compare system records with external systems (Airlines, GDS, Payment Gateways).

• Identify root causes of business or system inconsistencies.

• Escalate technical bugs to Development team with clear documentation and evidence.

• Verify bug fixes and confirm resolution before closing incidents.

• Maintain incident logs and contribute to internal knowledge base.

• Proactively identify recurring issues and suggest system or process improvements.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field.

• 3+ years of experience in Application Support, Business Support, Application Implementation or similar roles.

• Experience in OTA platforms, booking engines, travel systems, or ERP systems implementation is a strong advantage.

• Strong understanding of business workflows and system logic.

• Ability to read and validate database records (SQL knowledge preferred).

• Experience working in Agile environments and collaborating with Dev/QA teams.

• Familiarity with ticketing tools such as Jira, Azure DevOps, or similar.

PROFESSIONAL SKILLS

• Strong analytical and problem-solving capability.

• Good communication skills (both technical and non-technical explanation).

• Ability to work independently and manage multiple incidents simultaneously.

• High level of ownership and responsibility.

• Detail-oriented and structured thinking.

CORE COMPETENCIES

• Business & Domain Understanding (OTA, booking lifecycle)

• Case Analysis & Root Cause Thinking

• Data Validation & SQL Competency

• Cross-team Communication

• Incident Ownership & Service Accountability

PERFORMANCE EXPECTATION

• Maintain high SLA compliance.

• Reduce repeat incidents.

• Ensure accurate and timely issue resolution.

• Protect revenue impact by minimizing system-related losses.

• Contribute to continuous improvement of platform stability.