Guardians of the Compliance Library: The Regulations Department

We begin our journey with Kanyanat “Jeanny” Auppama, Team Lead for the Regulations Department, whose team ensures our clients stay current with aviation regulations.
“Our primary focus is maintaining our comprehensive regulations database. This is crucial for the iQSMS Quality Module, which offers the latest aviation regulations, such as EASA, IOSA, and a wide range of others. Although we don’t interact directly with customers, we work closely with other departments to ensure our service is delivered efficiently and supports our clients’ regulatory needs smoothly.”
The Regulations team maintains a rigorous process to ensure accuracy. “Before deployment to the database, we cross-check each other’s work,” Jeanny explains. “If we identify any errors or discrepancies that don’t align with the latest version, we make the necessary adjustments or corrections. This process is quite challenging as it serves as the final step to ensure we deliver accurate and current regulatory information to our customers.”

Technical Excellence: The 2nd Level Support Team

Apinya Wongtongkum, who has been with ASQS for almost 5 years, represents the 2nd Level Support Team in Bangkok. “We are responsible for maintaining and improving iQSMS and to make sure everything works smoothly and meets the customer’s requirements. Additionally, we serve as the go-to team for complex customer inquiries. If a user encounters a technical issue they can’t resolve through the standard support channels, we’re here to provide in-depth troubleshooting and configuration assistance.”
The team maintains regular communication with their Vienna colleagues through weekly Wednesday meetings, where they discuss technical questions and share updates. “If I have free time,” Apinya adds, “sometimes I will write or edit documentation to make the backend easier in the future.”

Customer Success: The Operational Excellence Department

The Operational Excellence team brings impressive credentials to ASQS. Nanthiya “Noon” Suksawang and Yanumart “Kam” Panjarkul combine their extensive aviation experience – Noon’s background in Quality Assurance, Document Control, and Helicopter Maintenance, and Kam’s three years of airline experience in the Middle East.
“We actively monitor all communication channels with our customers, based on our respective time zones,” Noon explains. “This includes email correspondence through our help desk portal, where customers can easily access Jira Service Desk and interact directly with us. Additionally, we are available by phone to ensure our customers can reach us promptly.”

Infrastructure and Security: Server Administration

Piyanat “Arm,” the IT Security & Server administrator, has been ensuring ASQS’s technical infrastructure remains robust for six years. His day usually begins relaxed: “I begin my day with a cup of coffee, taking a moment to enjoy the view from the office and clear my mind before diving into the tasks ahead. Once settled in, I start with a system health check to ensure all servers are operating smoothly, followed by a review of any overnight alerts flagged by monitoring systems, prioritizing and addressing incidents or errors that require immediate attention.”

Arm’s role involves comprehensive system monitoring and maintenance: “I use monitoring tools to track server health, performance, and resource usage, regularly checking logs for errors, unusual activities, and utilization patterns. I collaborate closely with IT staff and end-users to resolve server-related performance or access issues, assisting with troubleshooting or escalating as needed.”

Project Management: Bringing iQSMS to Life

Sirada Anuwongsang’s journey at ASQS showcases the company’s commitment to professional growth. Starting in the Regulations team, moving to Operational Excellence, and now serving as a Project and Account Manager, she brings a comprehensive understanding of iQSMS to her role.
“My day starts quite early,” Sirada shares. “First, I check my emails and list out the requirements and information that needs to be discussed with the clients. Then I reach out to them to update the progress, or see if there is anything that needs our support.”
The afternoons are often dedicated to client calls and collaboration with the Vienna team. “We use the afternoons to discuss some technical issues that need their expertise, sharing our ideas and keeping up with the new developments and features,” she explains.
Sirada emphasizes the importance of cross-departmental collaboration: “Starting with our 2nd level support team, they help us a lot in configuring the system to fit our customer requirements, also giving us a lookout on what could be an alternative way to better support our clients. The regulations department keeps the regulations up-to-date and imports new regulations for our new clients with timeliness and accuracy. After implementation, our Operational Excellence team provides outstanding support, ensuring clients can utilize iQSMS to its full potential. And underpinning it all, our server team maintains iQSMS’s reliability and systematic operation, keeping everything running smoothly for our customers.”