Implementation & Configuration
Act as the functional/domain lead during implementations, covering requirement validation, solution design reviews, UAT support, cutover readiness, and post-go-live stabilization.
Set up and configure testing environments in line with customer requirements and product best practices.
Collaborate with developers, architects, and infrastructure teams to identify and resolve performance issues.
Document test strategies, execution plans, and results.
Pre-UAT, UAT, Production Support & Issue Resolution
Ensure UAT and production issues are addressed within agreed service levels.
Interface with Subject Matter Experts (SMEs) to ensure issues are resolved promptly.
Apply strong troubleshooting, analytical, and root-cause-analysis skills to diagnose and resolve customer-reported issues.
Be flexible to work across milestones, customer commitments, and support shifts as required.
Product & Roadmap Collaboration
Work with Product Management and Engineering teams to channel customer feedback, define enhancement requests, and contribute valuable inputs to roadmap development.
Stakeholder Management
Act as a strong customer-facing point of contact with excellent stakeholder-management skills.
Demonstrate good listening skills, empathy, and a service-oriented mindset.
Work independently as well as collaboratively within a team environment.
Required Skills & Qualifications
Excellent documentation skills, with experience in standard requirement artifacts.
Fluent in English, with the ability to interact directly with customers.
Strong presentation, verbal, and written communication skills.
Strong troubleshooting, analytical, and root-cause-analysis skills.
Basic understanding of AI concepts and prompt engineering.
Strong attention to detail and a proactive approach to problem-solving.
Solid understanding of technology and technical concepts.
Ability to collaborate effectively with internal and external stakeholders.
Preferred Skills
Experience in Tour Management.
Experience with Airline or Cruise Line Reservation Systems.
Experience in Finance & Accounting.
