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.
To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained.
To manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.
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 co-ordinate 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.
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
Manage the replacement of faulty equipment through the use of spares and ensuring the timely replenishment of the spare according to prescribed availability and sparing policy.
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 co-ordination 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
Network protocols and services System & Applications
Customer Service pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction
Ability & motivation to work in a team and in rotating shifts
Ability to support troubleshoot analyze and investigate proprietary systems
Installation & configuration of end-user applications and software
Ability to analyze draw conclusions and create solutions to customer's moderately complex problems
Knowledge & ability to install and repair Desktop PCs Office Printers ATI Printers Switches Routers Hubs IP Phones Servers
WAN connectivity equipment (Modems ISDN) and Cabling - to component level
Ability to build relationships with peer and management levels both with clients and the company management
Knowledge & ability to install configure and maintain operating system software including Microsoft / Linux / Unix.
Ability to troubleshoot LAN topologies based on TCP / IP IPX / SPX and NetBIOS networks using basic commands such as PING & TRACEROUTE.
Carry out configuration tasks on Cisco LAN switches & routers (assign IP address shut down interfaces other interface level configuration)
Product & Service knowledge in several of the following areas at intermediary and advanced levels :
Airport Desktop and Network Services
Customer-specific services and solutions
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
Expert knowledge of SITA products such as ACM services and proprietary systems
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
Ability to act as a Team Lead in his / her absence
Experience with complex networking technology including firewalls, VPN, routing, switching, load balancers, monitoring, security and DNS
Strong experience in Network software development and automation including chef, puppet, ansible, docker and Kubernetes
Ability to debug and optimize code and automate routine tasks.
Strong experience with any cloud, virtualization, and / or container services (AWS, GCP, Azure, VMware, OpenStack, Docker, Kubernetes, Docker Swarm, AWS ECS)
EDUCATION & QUALIFICATIONS
Degree or equivalent Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in-country qualification.
Recognized industry certifications such as MCSE MCITP CCNA / CCNP RHSCA AIX Advanced
ITIL Foundation Certificate