Job Description

PURPOSE
To assure SITA\'s competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first-class support activities. To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. To manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

What you will do:

• Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
• Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
• When required act as the SME and co-ordinate the scheduling of intervention with Customer\'s internal resolver groups, the Service Desk and local FE\xe2\x80\x99s ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
• Responsible for rolling out of work orders for all customers working directly with Airport Service Managers and remote service operations team.
• Coordinate on incident and problem management with our SITA Command Center team as well local resolver teams.
• Ensure shortest restoral times possible working with Airport Service Managers and/or local SITA/Customer field team.
• Proactively detect problems related to service and infrastructure operations and delivery services conduct diagnostics and provide service request ownership to ensure resolution of customer problems.
• Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided.
• Perform Change Management Configurations Design and Implementation of the supported Product & Systems
• To possibly provide remote/onsite support to users during the cutover of the services
• Be the SPOC and SME for all Common use sites in providing the guidance on troubleshooting any issues being faced onsite.

Qualifications

Who you are:

• Minimum 5+ years experience in the network and/or application/system support domain.
• Airline experience and/or ATI know-how
• Knowledge & understanding in one or several of the following domains:
• Customer Service pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction.
• Exposure to ITIL and IT/network components and principles
• Demonstrated maturity in handling complex customer issues and demanding customers.
• Degree or equivalent Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in-country qualification.
• Recognized industry certifications such as MCSE MCITP CCNA/CCNP RHSCA AIX Advanced

What we offer
SITA\xe2\x80\x99s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who\xe2\x80\x99ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we\'re always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.

Welcome to SITA
SITA is the world\xe2\x80\x99s leading specialist in air transport communications and information technology. We don\xe2\x80\x99t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.
We design, build and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?

SITA