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.
WHAT YOU WILL DO:
- Provide Service Operations support to internal and external customers by 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 interventions 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.
- Carry out incident and problem management support to the highest standards and co-ordinate 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
- 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 the resolution of customer problems
- 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.
- 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 in Computer Science, Electronic Engineering or equivalent.
- Minimum 3-5 years in similar role.
- Minimum 2 - 3 years’ experience in the application/system running on Linux.
- Must have dealt directly with external customers delivering to SLAs.
- Applicable vendor / technology entry level certification or equivalent work experience, in particular:
o CCNA (an asset)
o Linux entry level (LPIC-1 certification)
o Oracle entry-level, AIX Specialist/Solaris
o Redhat (RHCSA)
o Websphere MQ
o Shell/Python scripting (an asset)
- ITIL Foundation Certificate.
- Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction.
- Ability and motivation to work in a team and in rotating shifts
- Installation and configuration of end user applications and software.
- Ability to analyze, draw conclusions, and create solutions to customer's complex problems.
- Ability to build relationships with peer and management levels both with clients and the company management.
- Knowledge and ability to install configure and maintain operating system software including Linux/Unix.
- Ability to troubleshoot LAN topologies based on TCP/IP networks using basic commands such as PING and TRACEROUTE.
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.
