Senior Specialist Service Operations

Overview

PURPOSE

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.

Key Responsibilities

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

Qualifications

EXPERIENCE

Minimum 3-5 years experience in the network and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs.- Minimum 2 - 3 years experience in ACM domain where applicable. - Airline experience and/or ATI know-how

Knowledge & Skills

PROFESSION COMPETENCIES

• Applications Support
• Product/Solution Knowledge
• Service Infrastruct/Platforms
• Service Management Process
• Technical Communication
  
  
  

CORE COMPETENCIES

• Adhering to Principles & Values
• Communication
• Creating & Innovating
• Customer Focus
• Impact & Influence
• Leading Execution
• Results Orientation
• Teamwork
  
  
  

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