Hybrid Support Analyst

at MAG (Airports Group)

• Job title: Support Analyst
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: AWS, Cloud, EC2, ServiceNow, Splunk
• Location requirements: Hybrid, Manchester, United Kingdom

About the role

• IT Support Analyst providing cloud-native AWS support across booking systems at CAVU. Engaging with multiple teams ensuring reliable system functionality and issue resolution.

Responsibilities

• Act as the first line of functional and platform-specific support for multiple booking engine systems within a cloud-native AWS environment
• Monitor and triage platform issues, ensuring timely investigation, resolution, and root cause analysis
• Work collaboratively with Engineering, QE teams as well all essential stakeholders within CAVU to escalate and track issues through to resolution
• Maintain and update technical documentation, support knowledge base, and runbooks
• Participate in incident reviews and contribute to post-mortem processes and continuous improvement plans
• Identify trends and propose automation opportunities or enhancements to reduce support overhead and improve platform reliability
• Provide regular status updates and performance metrics to internal stakeholders.

Requirements

• 1 - 3 years experience in the traditional Windows stack
• Strong analytical and troubleshooting skills within complex, distributed platforms
• Solid understanding of cloud-based platforms, especially AWS services (e.g., EC2, S3, Lambda, RDS, CloudWatch) - you don't need to have practical experience with AWS, only an understanding
• Experience with monitoring and logging tools (e.g., Datadog, Splunk)
• Familiarity with API protocols (JSON), request/response patterns, and API testing tools (e.g., Postman)
• Comfortable working with version control tools (e.g., Git) and ticketing systems (e.g. ServiceNow, Jira)
• Excellent communication skills and ability to translate technical information for non-technical stakeholders.

Benefits

• 25 days holiday, increasing with service (up to 28)
• Option to buy up to 10 extra days + 4 flexible bank holidays
• 10% company pension
• Annual bonus scheme
• On-site gym
• MediCash scheme
• A range of flexible benefits and discounts, including up to 50% off CAVU products such as Escape Lounges and Airport Parking
• Rail and retail discounts
• 2 paid volunteering days per year
• Access to health & wellbeing events, ID&E activities, and learning opportunities
• Formal and informal development options, including mentoring programmes and learning grants
• Enhanced parental leave (T&Cs apply)