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Crew Manager – Care (L3) Support Engineer

Role Overview

Crew Manager Care (L3) Support Engineer to provide advanced technical support for a mission-critical airline crew management platform used by airline Operations Control Centers (OCC). The role focuses on diagnosing complex production issues, ensuring platform stability, and collaborating with engineering teams to support airline crew planning, tracking, and scheduling operations.

Key Responsibilities

• Provide Level-3 technical support for the Crew Manager platform, investigating and resolving complex production issues.

• Perform root cause analysis (RCA) and collaborate with engineering teams to implement fixes and improvements.

• Troubleshoot issues across Java-based thick clients, backend services, messaging layers, and database systems.

• Analyze application logs, MQ messaging flows, and database queries to diagnose operational incidents.

• Work closely with L1/L2 support teams to resolve escalated issues and maintain system uptime.

• Support production deployments, patches, configuration updates, and environment maintenance.

• Assist engineering teams in replicating defects and validating fixes.

• Maintain troubleshooting documentation and contribute to knowledge base articles.

Technology Environment and Skills

The Crew Manager platform consists of multiple components including:

• Linux environments

• Java / Swing / JIDE thick client

• Tomcat-based backend services

• Oracle 11 RAC database

• Distributed caching using JGroups

• Hibernate + JDBC data access

• IBM MQ messaging

• ILOG JViews based Gantt visualization

Required Skills

• 5–10 years’ experience supporting enterprise production systems

• Strong experience troubleshooting Java-based applications

• Experience working in Linux/Unix environments

• Good knowledge of SQL and Oracle databases

• Familiarity with messaging systems (MQ or similar) and multi-tier application architectures

• Strong analytical and root cause troubleshooting skills

Preferred Experience

• Experience with airline crew management, crew scheduling, or OCC systems

• Exposure to enterprise distributed systems and caching frameworks

• Experience supporting mission-critical applications running 24x7

Crew Manager – Care (L3) Support Engineer

• Provide L3 production support for an airline crew management platform.

• Investigate and resolve complex application issues across client, server, and database layers.

• Perform root cause analysis and collaborate with engineering teams for permanent fixes.

• Troubleshoot Java-based thick client and backend services running on Linux.

• Analyze application logs, MQ messaging flows, and Oracle database queries.

• Support production releases, patches, and maintenance activities.

• Work closely with L1/L2 support teams for incident resolution.

• Experience with Java, Linux, Oracle RAC, MQ, and enterprise architectures preferred.

• Exposure to airline crew scheduling or operations systems.