Support Analyst

Summary

Role: IT Support Analyst

Location: Manchester Airport/Hybrid

This role is near fully remote, offering high flexibility. On estimate, you may expect to be in the office once a month. This is a great opportunity for an IT Support Analyst that has 1 – 3 years experience in the traditional Windows stack, to move towards a more progressive, completely cloud-focused Support role.

About CAVU

For airports, for partners, for people. We are CAVU.

At CAVU, our purpose is to find new and better ways to make airport travel seamless and enjoyable for everybody – from the smallest ideas to the biggest transformations. Every day is an opportunity to create better travel experiences.

From our revenue-accelerating single-platform technology, Propel, through to our world-class hospitality venues including 1903 and Escape Lounges, our solutions make travel smoother for passengers and more profitable for our clients and partners.

We know that to bring your best ideas, you need the space to think, the support to grow, and the freedom to be your authentic self. Whether you’re working from our offices, from home, in our lounges, or on the road, we provide an environment where you can create, innovate, and help transform airport travel.

If you’re looking for a career where you can make a real impact, bring new ideas to life, and push boundaries, then CAVU is the place for you.

Together, we can reach new heights. Together, we are CAVU.

The role

• 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.

Skills Required

• 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.

At CAVU, we value employee progression – in this role, you may be able to progress into various parts of our business including Software Development, Data, Delivery etc.

The Perks

• 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)

Interview Process

1. Recruiter Screen (approx. 15 minutes) – We’ll cover your experience, motivations, and role fit
2. Skills & Competency Interview
3. Values Interview

Equal Opportunities & Reasonable Adjustments

We’re building something brilliant at CAVU: a diverse team of People who reflect the global customer base that we serve. We’re proudly part of MAG and together we’re on a mission to be number one in our industries, and that takes talent in all its forms. With so many exciting roles across businesses, there’s space of your unique strengths to shine.

Whether this is your first role or your next big step, we want to hear from you – even if you don’t think you tick every box. What matters most is what you bring.

We’re proud to be a Disability Confident employer. If you need any adjustments to support your application or interview, just let us know. We’re committed to helping you perform at your best.

At MAG and CAVU, every journey matters. Our Colleague Communities play a big part in that: Women’s Network, Embrace (Race & Ethnicity), Fly with Pride (LGBTQIA+), Mind Matters (Mental Health), PACT (Parents & Carers), RespectABILITY (Disability & Neurodiversity), and the CAVU Global ID&E Affinity Group.