PURPOSE
- To assure SITA's competitive strength and business growth globally.
- Perform all Service Operations activities according to SITA standards and procedures.
- Maximizing customer satisfaction by the delivery of first-class support activities and integrating well in a multicultural, fast paced, international organization.
- To manage and assist the Service Operations team.
KEY RESPONSIBILITIES
- 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.
- Carry out proactive and reactive incident management support to the highest standards.
- Ensure shortest restoral times possible initiating the timely escalations to specialized resolver groups inside and outside SITA.
- Support the senior team members in the management reporting and co-ordination of day-day tasks during absence of the Lead Expert.
- Report and escalate to the next level those problems which cannot be fixed.
- Perform assigned tasks on 13 x 7 shifts basis.
EXPERIENCE
- Minimum 2+ years’ experience in the Network/Security, Cloud support domain.
- Must have dealt directly with external customers delivering to SLAs.
KNOWLEDGE & SKILLS
Knowledge & understanding in one or several of the following domains:
- Cloud or Security or Network protocols.
- Customer Service, pro-activeness, and ownership attitude to support customers.
- Ability & motivation to work in a team environment.
- Ready to work in Shifts and on weekends.
- Demonstrated maturity in handling simple to intermediate complex customer issues.
- Ability to take ownership of issues until resolution.
PROFESSION COMPETENCIES
- Cloud or Security or Networking concepts.
- Service Management Process
- Technical Communication
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Impact & Influence
- Leading Execution
- Results Orientation
- Teamwork
EDUCATION & QUALIFICATIONS
- Degree or equivalent Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in-country qualification.
- Recognized industry certifications such as CCNA R&S or JNCIA, VCTA, PCNSA, Azure or AWS.
- ITIL knowledge.
WHAT WE OFFER
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs)
⏰ Flex Day: Make your workday suit your life and plans.
🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.
🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
🚀 Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
