Collinson
Collinson is a global loyalty and benefits company.
We use our expertise and products to craft customer experiences which enable some of the world’s best-known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allows us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need.
While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi.
We take our 30 years’ experience working with these kinds of household names in over 170 countries, and help our clients to deliver the smarter experiences it takes to differentiate their propositions, and help them win deeper devotion with their customers.
Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world’s best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand’s reward programmes and loyalty initiatives.
Purpose of the job
Provide operational and technical support to customer issues arising from usage of Collinson (loyalty application) products. Lead the team in responding to, documenting and resolving application issues according to service agreement (SLA). Responsible for ticket management and control. Ensure quality and on-time delivery of patch release
Key Responsibilities
· Open for 24/7, stand-by and/or on-call support service on need basis
· Act as customer main contact person from issue entry point to closure
· Respond and manage customer expectations within the agreed service agreement (SLA)
· Collect relevant data, logs and information for troubleshooting
· Replicate reported issue/problem in our local environment
· Analyse evidences (i.e. data, logs, etc.) to identify root cause of application issue
· Evaluate the impact of reported issue in application operations, and recommend appropriate solution, i.e. workaround (temporary solution), permanent code fix, and/or change request
· Collaborate with and lead the technical team in analysing and resolving application issue
· Review test plan, test evidences and patch dependencies before release to customer
· Deliver patch to customer, and assist customer in patch deployment and testing in pre-production/UAT environment
· Monitor progress of opened issues and provide regular update/follow up to customer and stakeholders
· Prepare reports such as incident report, root cause analysis report, etc.
Knowledge, skills and experience required
• Bachelor’s Degree of Applied Science in Computer Technology, Engineering or Information Technology or equivalent
• At least 8 years of relevant experience on production application support capacity
• Working experience on Oracle and/or MySQL database, PL/SQL, and basic SQL
• Working knowledge on SOAP/REST APIs
• Working knowledge on Unix, Windows, Java, NodeJS, Tomcat, Application Server troubleshooting is an added value
• Working knowledge on Qlikview/data mining/analysis is an added value
• Experience on payment, loyalty and retail business operations is an added value
Personal Attributes
• Strong experience on problem-solving
• Strong analytical and troubleshooting skills
• Good decision-making and assertive
• Highly collaborative and good team player
• Highly resourceful/creative, proactive and self-learner
• Ability to work in a fast-paced high-pressure environment
• Strong communication and interpersonal skills
• Good listening ability and patience
