Senior Technical Support Analyst

A global trade association representing approximately 350 airlines, accounting for over 80% of worldwide air traffic. The organization is committed to representing, leading and serving the aviation industry by developing commercial and safety standards, advocating for industry policy, and offering services such as financial solutions and operational safety audits. 

You will join a managed-service engagement supporting seven Java-based applications, with the scope expected to grow. The engagement begins with a knowledge-transfer phase, followed by ongoing business-as-usual support and small enhancements.

You will lead the day-to-day support process, not act as the developers’ line manager. You will be the working-level link between business users, the service desk, and the technical team: making sure issues are understood, documented, prioritized, and passed to developers with the information they need.

This is a client-facing role based in Bucharest. It requires hands-on experience in a managed-service environment, sound technical judgment, and the communication skills to coordinate stakeholders during incidents.

• Interview process that respects people and their time
• Professional and open IT community
• Internal meet-ups and resources for knowledge sharing
• Time for recovery and relaxation
• Bright online and offline events
• Opportunity to become part of our internal volunteer community

• Own the day-to-day support workflow and help ensure service commitments and SLAs are met.
• Triage incoming issues, gather relevant details and logs, check for known issues, and prepare clear technical handovers for developers.
• Coordinate communication and escalations for significant incidents, including P1 issues.
• Act as a working-level contact for business users, the service desk, developers, and technical stakeholders.
• Maintain runbooks, operational documentation, and the knowledge base.
• Support Jira Service Management processes, service reporting, and continuous improvement.
• Help establish effective support processes as additional applications or team members join the engagement.

• Hands-on experience in technical support, L2 support, service delivery, or service management in a managed-service environment.
• Experience with Jira Service Management or a comparable service-management tool.
• Strong understanding of ITSM/ITIL practices, SLA tracking, incident management, and escalation processes.
• Ability to investigate issues using logs and other technical information, and to translate business-reported problems into actionable developer tickets.
• Enough familiarity with Java-based applications to understand technical issues; hands-on Java coding is not required.
• Strong stakeholder management, ownership, and communication skills, including the ability to work with both business and technical audiences.
• Fluent English.
• Nice to have: experience with software testing, QA, release coordination, or test automation.