Identify and promote opportunities to achieve continuous improvement in operational and process performance To assure SITAONAIR's competitive strength and business growth through the provision of the highest quality technical Service Transition services to SITAONAIR's customers according to the standards and procedures hence maximizing customer satisfaction by the delivery of first class support activities and ensuring Systems and Products are properly deployed and configured.
Participate and Coordinate on the deployment of new operation support services or improvements over existing operational support services.
Provide support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
Ensure the adherence to the highest working standards for all incidents and problems by providing guidance, support and direct management.
To proactively detect problems related to Service Transition Process and Procedures, conduct diagnostics, provide service request ownership to ensure resolution.
Ensure shortest implementation times possible, initiating the timely escalations to specialized resolver groups, according to the customer contracts, SLAs and monitoring requirements
Act as the customer Single Point of Contact (SPOC), when required, and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained to implement the order within the prescribed SLA.
Minimize the risk of implementation issues by carrying out regular reviews of the progress of the customer requests and agreed timeframes.
Conducts the analysis, definition, documentation and testing of application and systems enhancements within the Service Transition's scope.
Audit for the use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with the Operations guidelines and instructions where provided.
Assist in the development, planning, coordination and implementation of Change and Project plans.
Adhere to installation guidelines and industry best practices in order to deliver quality service
Ensure simplification and consistency of implementation and working processes across and all contracts in line with ITSM standard, identifying Product / Service deficiencies and future service requirements.
To provide a professional application support service for the Service Transition supported applications and devices and communication between them including all the configuration software.
Expert on the assigned service family or families, participating in Process workshops and meetings as the SPOC, identifying and documenting system functional gaps and defining and establishing functional requirements for the deployment of new services and products
Perform Handover Document review and correction for Operational teams, as well as running Operational acceptances on behalf of Operations teams
Perform Implementation and Deployment of Configurations of the supported Product and Systems
To assist in the Proof of Concepts and Pilot testing of New Services and Products, where required.
Manage and support post sales services and support solution implementation as well as the integration of all contracted services and professional resources, both internal and external, in order to deliver a proper People / Process / Tools solution
Technical knowledge and background (Telecommunications and Service Management)
3+ years experience in analysis project requirements plans and schedules
3+ years experience in Customer Service preferably in a global organization and Service Provider environment;
Experience in IT Service Management processes and concepts
5+ years experience on change and / or project management
5+ years experience on data and / or quality management
3+ years experience in IT domains. Must have dealt directly with external customers delivering to SLAs
Experience of working in the Airport / Airline industry preferred
KNOWLEDGE & SKILLS
Knowledge of standard change management
Ability to document process & workflow / policy and produce detailed and procedural documentation
Ability to work under pressure and to deal with multiple tasks
Analytical capabilities to spot trends via data analysis
Knowledge of ITIL and Service Management practices and procedures
Knowledge of Six Sigma or other industry standards an asset
Operating knowledge of Microsoft Office products.
Service Management Process
Adhering to Principles & Values
Creating & Innovating
Impact & Influence
EDUCATION & QUALIFICATIONS
Minimum Diploma / Certificate in Business Mgmt Computer Science Electronic Engineering or equivalent Telecommunications in country qualification.
6 Sigma - Yellow
ITIL Foundation Certificate
Project Management Certification - PMP
SITA is an Employment Equity 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. #LI-113393851 JG2
May 28, 2018, 9 : 14 : 25 AM