Airport Application Manager

The Airport Application Manager is accountable for ensuring the efficient operation and upkeep of all airport-centric applications and systems. This encompasses guaranteeing the seamless function of mission-critical systems that underpin passenger processing, baggage handling, flight operations, and other pivotal airport functions.

The incumbent will collaborate closely with airport stakeholders, IT teams, and vendors to ensure system availability, performance, and security.

Key Responsibilities included but not limited to:

Operational Management

1. Oversee the day-to-day technical operations of all airport applications, including [list key systems, e.g., baggage handling, passenger processing, flight information displays, security systems].
2. Ensure the availability, stability, and performance of airport applications, meeting or exceeding agreed-upon service level agreements (SLAs).
3. Analyze and resolve application issues and trends reported through incident reports, identifying root causes and implementing preventive or corrective measures.
4. Maintain and adhere to cybersecurity protocols to protect sensitive airport data and ensure compliance with relevant regulations.

Strategic Development

1. Develop and articulate clear product strategies for availability and stability.
2. Collaborate closely with Product Owners and stakeholders to identify and implement enhancement opportunities aligned with business growth plans.

Documentation and Compliance

1. Ensure all technical specification details (TSD), functional specification details (FSD), troubleshooting guides, test scripts, and other relevant documentation are up-to-date.
2. Participate in product audits by providing evidence, addressing any identified issues, and taking corrective actions to prevent future problems.
3. Assess the performance of vendors that provide services related to airline applications and ensuring they meet high standards.

Application Support:

1. Furnish day-to-day support for airport applications, encompassing troubleshooting, incident resolution, and user assistance.
2. Supervise application performance, identify potential issues, and undertake proactive measures to avert disruptions.
3. Administer application upgrades, patches, and new releases in collaboration with IT teams and vendors.
4. Uphold system documentation, including user manuals, troubleshooting guides, and system configurations.

Stakeholder Management:

1. Partner with airport stakeholders, including airlines, ground handlers, and security personnel, to comprehend their application needs and challenges.
2. Collect feedback on system performance and pinpoint areas for enhancement.
3. Communicate effectively with stakeholders regarding system updates, outages, and planned maintenance.
4. Maintain liaison with application vendors to guarantee timely support and resolution of issues.
5. Oversee vendor contracts and service level agreements.
6. Evaluate new technologies and vendor solutions to augment airport operations.

Security and Compliance:

1. Ensure adherence to airport security regulations and data privacy standards.
2. Implement and sustain security measures to safeguard airport applications from unauthorized access and cyber threats.
3. Participate in security audits and vulnerability assessments.
4. Identify opportunities to optimize application performance, streamline processes, and elevate user experience.
5. Propose and execute solutions to address recurring issues and improve system efficiency.
6. Stay abreast of industry best practices and emerging technologies in airport applications.

Technical Account Management

1. Serve as the Technical Account Manager (TAM) for assigned accounts, ensuring Project Service Requests (PSR) are evaluated, and business cases are consulted and documented for sourcing and development while ensuring the requests are processed according to the Service Level Agreements (SLAs).

Building and Managing Automations

1. Oversee, manage, and maintain building automation systems, ensuring they are integrated with airport applications and contribute to efficient operations.

Qualifications & Skills:

1. Bachelor's degree in Computer Science, Information Technology, or a related field.
2. Minimum of 3 years of experience in application support or IT operations, preferably in an airport environment.
3. Hands-on experience with airport-related applications, such as passenger processing systems, baggage handling systems, flight information displays, and resource management systems.
4. Familiarity with airport systems/technology (TypeBMessage, GoNow, Newskies, Skyspeed, Check-in, Boarding, Departure, Government Security, Self Bag drop, AutoGate system).
5. Strong understanding of IT infrastructure, including networks, servers, and databases.
6. Knowledge of application monitoring tools and techniques.
7. Familiarity with ITIL framework and service management principles (ideally ITIL V4 Certified).
8. Google Cloud Platform (would be an added advantage).
9. Excellent communication and interpersonal skills.
10. Strong problem-solving and analytical abilities.
11. Ability to work independently and as part of a team.
12. Ability to handle pressure and meet deadlines in a fast-paced environment.
13. Experience with cloud-based applications and services.
14. Knowledge of cybersecurity best practices for airport environments.
15. Familiarity with relevant industry standards, such as IATA and ACI guidelines.