Senior Executive, Airport Application Management

Job Description

OVERVIEW:
Role: Senior Executive, Airport Application Management
Department: ICT Operations (Group ICT), AirAsia
Division: Application Management
Work Location: RedQ, Sepang (Onsite)
Working Day/Hour: Monday to Friday (9am - 6pm) MYT & Standby support (Whenever necessary)
Reports To: Prithiviraj A/L Doraisamy, [Lead, Airport Application Management]

YOUR ROLE AS A:
The Senior Executive, Airport Application Management 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.

WHAT YOU’LL CHAMPION:

Key Responsibilities included but not limited to:

Operational Management

• 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].
• Ensure the availability, stability, and performance of airport applications, meeting or exceeding agreed-upon service level agreements (SLAs).
• Analyze and resolve application issues and trends reported through incident reports, identifying root causes and implementing preventive or corrective measures.
• Maintain and adhere to cybersecurity protocols to protect sensitive airport data and ensure compliance with relevant regulations.

Strategic Development

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

Documentation and Compliance

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

Application Support

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

Stakeholder Management

• Partner with airport stakeholders, including airlines, ground handlers, and security personnel, to comprehend their application needs and challenges.
• Collect feedback on system performance and pinpoint areas for enhancement.
• Communicate effectively with stakeholders regarding system updates, outages, and planned maintenance.

Vendor Management

• Maintain liaison with application vendors to guarantee timely support and resolution of issues.
• Oversee vendor contracts and service level agreements.
• Evaluate new technologies and vendor solutions to augment airport operations.

Security and Compliance

• Ensure adherence to airport security regulations and data privacy standards.
• Facilitate the implementation and sustaining of security measures to safeguard airport applications from unauthorized access and cyber threats.
• Participate in security audits and vulnerability assessments.

Continuous Improvement

• Identify opportunities to optimize application performance, streamline processes, and elevate user experience.
• Propose and execute solutions to address recurring issues and improve system efficiency.
• Stay abreast of industry best practices and emerging technologies in airport applications.

Financial Management

• Ensure all payments related to airport applications are processed accurately and on time, following established payment cycles.
• Oversee and manage budgets allocated for airport applications, ensuring cost-effective utilization of resources.
• Identify opportunities to optimize resource allocation and minimize costs associated with airport application development and maintenance.
• Plan and manage financial aspects, ensuring effective utilization of Opex and Capex as per the product contract Statement of Work (SOW).
• Drive cost-saving initiatives to optimize budget utilization and improve financial efficiency.

Problem Management

• Identify and resolve underlying problems affecting airport applications, minimizing the impact on operations.
• Participate in Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) for major or recurring incidents — contributing to timeline reconstruction, impact assessment, and identification of systemic (not just symptomatic) causes, and ensuring agreed corrective/preventive actions are tracked to closure.

Technical Account Management

• 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

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

WHO YOU ARE:

Education:

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

Experience:

• Minimum 3 years in application support, IT operations, or incident/problem management within a mission-critical, 24/7, or highly regulated environment (e.g., airline, aviation, telecommunications NOC, banking, logistics).
• Airport or airline systems experience is an advantage, not a requirement — familiarity with passenger processing, DCS, kiosk, or bag-drop systems can be built on the job.
• Demonstrated experience managing vendor SLAs, incident escalation, and cross-functional stakeholder coordination in a technical operations context.
• Familiarity with IT Operations processes and procedures, including incident, problem, and change management frameworks (e.g., ITIL-aligned practices).

Technical Skills:

• Strong understanding of IT infrastructure, including networks, servers, and databases.
• Knowledge of application monitoring tools and techniques.
• Familiarity with ITIL framework and service management principles.
• Google Cloud Platform (added advantage) — managing instances, cloud monitoring, cloud scheduler, etc.
• Familiarity troubleshooting APIs.
• Familiarity troubleshooting SFTP.

Certifications:

• ITIL V4 Certified.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Ability to handle pressure and meet deadlines in a fast-paced environment.

Desirable Skills:

• Experience with cloud-based applications and services.
• Knowledge of cybersecurity best practices for mission-critical or regulated environments.
• Familiarity with relevant industry standards (e.g., IATA, ACI guidelines) — advantageous, not required.

WHAT YOU’LL ENJOY:

• Physical Wellbeing: Key medical and insurance benefits, maternity expenses, flexible work arrangement, and health and fitness amenities.
• Emotional Wellbeing: Paid time off, wellness programmes, and childcare amenities. 
• Financial Wellbeing: Resources relating to financial, personal skills and career growth programmes.
• Allstars Specials: Free flights, unlimited discounted flights, and exclusive discounts with partners. 
• A unique Allstar culture like no other

OUR HIRING PROCESS:

• Application received
• Candidate screening
• Interview(s) and assessment(s)
• Background check and/or other assessments
• Offer and negotiation