Application Support Specialist

Role&Responsibilities

We are looking for an Application Support who is detail-oriented, proactive, and passionate about leveraging technology to drive operational efficiency. The ideal candidate will provide daily operational (both incident and problem) support and communication, monitor systems in real-time, analyze data for actionable insights, and ensure seamless service delivery.

Your responsibilities include:

• Support 24 hrs x 7 days Level 1 and Level 2 Applicatioi Support
• Generate reports on incident trends and SLA breaches for stakeholders.
• Timely stakeholder expectation management
• Support in enhancing Neural Lab monitoring systems through available tools to detect and escalate incidents.
• Triage and log daily incidents, and ensure all workarounds (immediate resolutions) are documented, and where applicable, in alignment with Release changes.
• Analyze operational data using Jupyter Notebooks (Python/Pandas) to identify trends (e.g., deadline breaches, driver idle time) and generate visualizations (Matplotlib/Seaborn).
• Proactively escalate high-priority and repeated incidents for root cause analysis, coordinating communications and following through to ensure all outstanding issues are resolved.
• Generate pre-filtered datasets, and/or clear descriptions (incl. Timestamps, logs, screenshots, etc) to conduct root cause analysis.

Required Skills / Experience

• University degree in IT, Computer Science, Data Analytics, or related field.

• Technical Skills:
• Proficiency in monitoring tools
• Experience with Jupyter Notebooks, Python (Pandas, NumPy), and data visualization (Matplotlib, Seaborn) preferred.
• Basic SQL for querying logs and APIs for data extraction.
• Familiarity with ticketing systems.
• Familiarity with IT incident and problem management framework.
• Experience with data modelling and database design (e.g., PostgreSQL, MongoDB) is a plus.
• Familiarity with modern development stacks used by the team (e.g., Python + frameworks such as Django, Flask; React/TypeScript for full stack, FastAPI) is a plus.
• Experience with cloud architecture (e.g., AWS, Huawei), CI/CD pipelines, and containerization/orchestration (Docker/Kubernetes) is a plus.

• Analytical Skills:
• o Ability to derive insights from noisy data (e.g., distinguishing latency vs. system failures)
• o Basic statistical analysis (e.g., correlation between Container Pallet Message delays and deadline breaches)

• Soft Skills:
• Strong Can learn, Can do attitude and team play
• Watertight discipline and proactiveness
• Strong communication to relay technical issues to non-tech teams
• Process-oriented mindset to follow playbooks for common scenarios
• Fluency in English
• Can work shift

GoodToHave

• Knowledge of Excel macro development
• Experience with automation tools (Apache Airflow, Cron)
• Understanding of aviation/logistics operations (e.g., flight data systems like GSRT)

WHY WORK FOR US

• You will get lots of exposure and accelerate your learning
• You will be helping the aviation sector to adopt AI and participate in the industry's major AI transformation
• Meritocracy-based culture, unlike traditional companies, we value truth and honest opinions with merit
• Startup culture with flexible working hours and work locations. As long as you perform and your works demonstrate value, you will be rewarded
• Help shape a fun, dynamic and diverse work environment
• Neural Lab is a remote-first working environment