Application Support Supervisor

• Supervise daily support for the booking system, customer website, agent portal, back-office applications, check-in, ticket printing, and related integrations.
• Act as the escalation point for issues affecting bookings, payments, seat availability, pricing, passenger records, and branch operations.
• Assess incidents by business impact, coordinate resolution, and keep affected teams informed.
• Investigate recurring problems, document root causes, and work with developers or vendors to prevent recurrence.
• Manage support tickets, team workload, escalation procedures, and agreed service levels.
• Maintain application access and permissions according to approved business roles.
• Coordinate user acceptance testing, release checks, and post-release monitoring.
• Create support guides, troubleshooting procedures, and training materials for branch and head-office staff.
• Monitor integration failures, data inconsistencies, and application alerts; escalate risks promptly.
• Support service continuity during peak travel periods and participate in an agreed on-call rotation.
• Share recurring user problems and improvement opportunities with the Product Manager.

Qualifications:

1. Bachelor’s degree in IT, Computer Science, Information Systems, or equivalent practical experience.
2. At least 3 years of application support experience, including team leadership or incident coordination.
3. Experience supporting booking, ticketing, travel, transport, e-commerce, or payment systems is an advantage.
4. Ability to investigate issues using SQL, application logs, APIs, and monitoring tools.
5. Understanding of incident management, access control, testing, and release processes.
6. Strong troubleshooting, prioritization, and stakeholder communication skills.
7. Ability to communicate effectively in Thai and work with English technical documentation.