IT Application Support

Overview

The Senior Executive Application Support for Mayflower Group is a critical role responsible for ensuring business continuity through the maintenance, support, and optimization of enterprise application systems. The incumbent will provide both reactive (incident-based) and proactive (preventative and project-based) support for internal business applications, ensuring minimal downtime and maximum effectiveness of systems used across departments. The role demands in-depth troubleshooting, structured documentation, stakeholder training, and collaboration with IT support teams.

Job Description

• Application Support and Incident Management

Provide end-to-end support for business-critical applications including ERP systems, Office Applications, Application Servers, and other enterprise systems.

Act as Level 1 / 2 support for tools such as Online Booking Systems (Concur, GetThere) and profile tools.

Monitor and log incidents, ensuring each case is documented accurately and followed through to resolution.

Deliver timely responses and actions aligned with SLAs (Service Level Agreements).

Support users during service interruptions, including after normal business hours if required.

Conduct user training sessions for internal staff and clients as required.

Develop and maintain technical documentation, including user guides and SOPs.

Ensure all system changes are well-documented, thoroughly tested, and appropriately approved prior to deployment.

Proactively identify patterns in recurring issues and recommend system or process improvements to prevent reoccurrence.

Collaborate with project teams to ensure that new implementations align with existing operational processes and user requirements.

Participate in cross-functional projects, offering subject matter expertise on application functionality and business process alignment.

Assist in the creation and support of Microsoft Power Platform solutions.

Ensure timely and quality delivery of project-based tasks and documentation.

Maintain high customer satisfaction ratings (Customer Satisfaction Index).

Ensure all support cases are resolved within the agreed timeline and properly recorded.

Complete individual tasks and assignments on schedule (as per KPI and To-Do lists).

Participate in team collaboration, training, and performance reviews as part of continuous development.

Job Qualifications

A Diploma or Bachelor’s Degree in Computer Science, Information Technology , or a related field.

Professional Experience

Minimum 3 years to 5 years of experience in IT application support and business process analysis.

Prior exposure to TRAVEL INDUSTRY supporting multiple internal clients or companies.

Technical Skills

Soft Skills and Competencies

Excellent organizational and multitasking abilities; able to manage multiple users and priorities under pressure.

Effective communication and interpersonal skills; fluent in both written and spoken English.

Positive, proactive attitude with the ability to work independently or collaboratively within a team.

Strong analytical thinking and troubleshooting capabilities.

Self-motivated, detail-oriented, and adaptable to dynamic environments.

Commitment to continuous learning and improvement.

Application Questions

Company and Benefits

Retail & Consumer Products

Perks and benefits : Comprehensive Medical Coverage, Numerous days of Annual Leaves, Performance Incentive Scheme, Annual Increment, Festive Celebration, Staff price for company services and products.

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