ABOUT THE ROLE & TEAM:
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, and to provide the highest level of Service Operation availability, plus ensuring Systems and Products are properly configured and maintained.
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 the 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.
- When required act as technical SPOC to the Change Management Board (CAB) on the review & approval process of Normal Changes.
- Carry out incident management support to the highest standards and coordinate the resolution with the appropriate resolver groups.
- Ensure the 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.
- Support the senior team members in the management reporting and co-ordination of day-to-day tasks during the absence of the Lead Expert.
- Report and escalate to the next level those problems which cannot be fixed.
- Perform assigned tasks on 24 x 7 shifts basis.
sEXPERIENCE:
- Degree in Computer Science, Electronic Engineering, or equivalent.
- Minimum 5 years of experience in the Network, Security, and Multi-Cloud support domain.
- Must have dealt directly with external customers delivering to SLAs.
- Airline experience and/or ATI know-how, is good to have.
- Recognized industry certifications such as CCNP R&S, VCP/VCTA-DCV, PCNSE, Azure, AWS, VCP.
- ITIL Foundation Certificate.
- Knowledge & understanding in one or several of the following domains:
- Cloud, Security, and Network protocols.
- Customer Service, pro-activeness, and ownership attitude to support customers and own their issues until resolution to their satisfaction.
- Ability to analyze draw conclusions and create solutions to customer's moderately complex problems.
- Ability to build relationships with peers and management levels both with clients and the company management.
- Ability to configure and troubleshoot Cloud, Security, LAN, and WAN Infrastructure.
- Exposure to ITIL and IT/network components and principles.
- Demonstrated maturity in handling complex customer issues.
- Ability to coach new joiners and to facilitate their integration into the team.
- Ability to organize the activity of a team and to take ownership of issues until resolution.
WHAT WE OFFER:
At SITA, we disrupt the status quo, by empowering our people to pioneer innovations that touch the lives of billions. Bringing together diverse minds from across the globe, we foster a dynamic and positive workplace culture, that values our talented team members for their contributions and dedication. Check out our core benefits, enabling our people across the globe:
🏡Flex Week: Work from home up to 2 days/week (depending on the needs of your team and your customers)
⏰ Flex Day: Shape your workday to suit your life and your plans.
🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.
🌿Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), available to you and your dependents 24/7, 365 days/year, and Champion Health - a personalized, proactive platform to support diverse wellbeing needs.
🚀Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
🙌 Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.
SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.
