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Expert Service Operations
2 weeks ago
**Overview**:
**WELCOME TO SITA**:
- We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.
- You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
- Are you ready to love your job? The adventure begins right here, with you, at SITA.
**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
- 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 Major Incident Managers 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.
- Support team members in the management reporting and co-ordination of day-day tasks during absence of the Lead Engineer.
- Report and escalate to the next level like Vendor, SRE, Engineering etc. those problems which cannot be fixed.
- Engage and work with various Vendors for permanent fix on service operations.
- Review P1 & P2 in shift to qualify for problem & root cause & improvement opportunity.
- Required to work in shift & on Call as per operational roster needs to solve complex airport & airline incident and as well lead problem management
**Qualifications**:
**EXPERIENCE**:
- 7+ years experience in the Network/Cloud/Datacenter support domain. Must have dealt directly with external customers delivering to SLAs.
- Airline experience and/or ATI know-how, is good to have.
- Experise in troubleshooting Data center & Cloud setup technologies issues
- Expertise in technologies like Cisco ACI, Palo Alto, Nexus, SDWAN, Aruba, Clear Pass, Cloud,Cisco NCS,Cisco IPT,Genesys Pure Cloud solutions.
**KNOWLEDGE & SKILLS**:
- Expert Knowledge & understanding in the following domains:
- Cloud, Security and Networking concepts.
- Service Infrastructure platform.
- Service Management Process
- Technical Communication
**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
- Problem solving mindset
- Troubleshooting skills
**EDUCATION & QUALIFICATIONS**:
- Degree in Computer Science or Electronic Engineering or equivalent Telecommunications
- Recognized industry certifications such as CCIE, PCNSE/PCNSA, Aruba, VMware AVI, CISCO ACI, CISCO NCS, Pure Cloud
- ITIL Foundation Certificate
**WHAT WE OFFER**:
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
**Flex Week**: Work from home up to 2 days/week (depending on your team's needs)
- **Flex Day**: Make your workday suit your life and plans.
**Flex-Location**: Take up to 30 days a year to work from any location in the world.
**Employee Wellbeing**: We have got you covered with our Employee A
