WELCOME TO SITA
is the leading specialist in air transport communications and information technology. We don't 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. 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. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.
Ready to redefine air travel The journey starts here, with you at SITA.
ABOUT THE ROLE & TEAM:
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 customer SPOC and coordinate the scheduling of intervention with Customer's, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
- Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
- Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements
- To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.
- 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
- Support the senior team members in the management, reporting, and coordination of day-day tasks during the absence of the Lead Engineer
- Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations
- 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
- Report and escalate to the next level those problems which cannot be fixed
- Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
- Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
- Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.
- Conducts the analysis, definition, documentation and testing of application & systems enhancements
- To provide onsite support to Users during the cutover of the services
- Continuously identify and document lessons learnt, known errors and operational knowledge for improved services
- When/where required, be contactable for escalations and support, on and on-call standby basis
- When/where required, perform assigned tasks on 12 x 7 shifts basis.
EXPERIENCE:
- Degree or equivalent Diploma / Certificate in Computer Science, Electronic Engineering or equivalent
- Minimum 8 years experience in the network, and/or application/system support domain.
- Must have dealt directly with external customers delivering to SLAs.
- Exposure to ITIL and IT/network components and principles
- Demonstrated maturity in handling complex customer issues and demanding customers
- Ability to coach new joiners and to facilitate their integration into the team
- Knowledge of Airline and CAA customers use of ACM applications
- Ability to organize the activity of a team and to take ownership of issues until resolution
