Senior Specialist/Engineer Service Operations
As a senior specialist / Engineer service operations, your main responsibility is to ensure 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.
Reporting to the Senior Customer Success Manager you will be part of GEO Service Management team responsible for providing the highest level of Service Operation availability 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.
•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.
•Manage the replacement of faulty equipment through the use of spares and ensure the timely replenishment of the spare according to prescribed availability and sparing policy.
•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.
•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.
EXPERIENCE:
•Minimum 3-5 years of experience in the network and/or application/system support domain.
•Must have dealt directly with external customers delivering to SLAs.
•Airline experience and/or ATI know-how.
•Degree or equivalent Diploma / Certificate in Computer Science, Electronic Engineering, or any other related field.
•Recognized industry certifications such as MCSE MCITP CCNA/CCNP RHSCA AIX Advanced- ITIL Foundation Certificate.
•Windows server administration (Active directory management, MS Cluster management, IIS management, WDS, DNS, DHCP management).
•SQL server administration (SQL server and DB setup/backup/restore/performance monitoring).
•Virtualization (VMware) administration (Host/Guest/Datastore management and monitoring).
•SAN Storage/switch management
•Backup/DR applications experience (Veeam, BackupExec, Ultrabac).
•ITIL framework.
NICE-TO-HAVE:
•Queue management IBM MQ, Rabbit MQ and MSMQ administration.
•IBM WAS/IIB enterprise application management.
•Reporting tools experience (MS SSRS, PowerBI and/or other ETL tools).
•Monitoring tools experience.
•ITIL certification.