Senior Specialist Service Operations(Process & Quality Analyst)

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.n- To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. n- 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 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 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 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- 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- To provide onsite support to Users during the cutover of the services- 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 24 x 7 shifts basis.

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 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 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 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

EXPERIENCE:

• Degree in Computer Science Electronic Engineering or equivalent.
• 3-5 years of experience in data and/or quality management.
• 3.-5 years of experience in IT industry with the implementation of processes as per recognized Industry standards.
• Experience in IT Service Management processes and concepts required.
• ITIL Foundation Certificate required.
• Knowledge of ITIL and Service Management practices and procedures
• Knowledge of IT and network components and principles
• Analytical capabilities to spot trends via data analysis.
• Ability to build relationships with peer and management levels both with clients and the company management.
• Ability to work under pressure and to deal with multiple tasks.
• Ability to document process & workflow/policy and produce detailed and procedural documentation.
• Operating knowledge of Microsoft Office products.

NICE-TO-HAVE:

• 6 Sigma desired.
• Experience with ISO/IEC 20000, ISO 9001 or Quality Management standards desired.
• Experience working in the Airport / Airline industry preferred.
• Certification in Quality Management standards (i.e. ISO/IEC 20000 or ISO 9001) desired.
• Knowledge of Six Sigma or other industry standards desired
• Knowledge of Quality Management standards desired.

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.