Welcome to SITA... We lead one of the most excitingand advanced industries on earth. Around theworld, nearly every passenger flight relies on SITA technology, almost everyairport and airline does business with us, and it’s our job to support theiroperations.
As the world's leading air transport IT and communicationsspecialist, we’re committed to meeting the demands of the air transportindustry around the clock, every day.
Our Vision : Easy air travel every step of the way
WHY SHOULD YOU BE INTERESTED?
With us there are no limits for people looking toexplore the edges of possibility and beyond. Together, we Go.Far.
Challenge : Our people take on some of the biggest challenges in our industry.They aren't afraid to think bigger, work harder and deliver smartersolutions that are continuously transforming air travel.
Opportunity : Taking on these challenges opens up a world ofopportunities for our people. We make sure they have the chance to developtheir skills, explore new horizons and grow their careers on a global scale.
At SITA we believe that creating and nurturing an inclusiveculture is about who we are as an organisation, and as an employer.
Diversityis more than a target to us, it’s a key part out of our collective identity andvalues.
Provide Service Operations support to internal andexternal customers in accordance with the terms of the customer contract andService Level Agreements (SLAs)
Ensure the correct functioning and maintenance ofall internal and external systems and products serviced by Service Operations
When required, act as the customer SPOC andco-ordinate the scheduling of intervention with Customer's, internal resolvergroups, and the Service Desk ensuring the highest level of customer servicesand communications are maintained to resolve the fault and incident within theprescribed SLA.
Carry out incident and problem management supportto the highest standards and co-ordinate the resolution with the appropriateresolver groups
Ensure shortest restoral times possible,initiating the timely escalations to specialized resolver groups inside andoutside SITA, according to the customer contracts, SLAs and monitoringrequirements
Manage the replacement of faulty equipmentthrough the use of spares, and ensuring the timely replenishment the spareaccording to prescribed availability and sparing policy.
Proactively detect problems related to serviceand infrastructure operations and delivery services, conduct diagnostics andprovide service request ownership to ensure resolution of customer problems
Adhere to installation guidelines and industrybest practices in order to deliver quality service and infrastructureoperations
Use the appropriate tools and equipment toperform the installation, intervention, and repairs in accordance with ServiceOperations and Delivery guidelines and instructions where provided
Report and escalate to the next level thoseproblems which cannot be fixed
Carry out preventive and proactive maintenance ofequipment and monitoring of systems and services in accordance with agreedschedules and customer expectations
Perform Change Management, Configurations, Designand Implementation of the supported Product & Systems
Manage local suppliers in the provision ofservices for the SITA Service Operations centres and report on servicesprovided to management.
Conducts the analysis, definition, documentationand testing of application & systems enhancements
To provide onsite support to Users during thecutover of the services
Continuously identify and document lessonslearnt, known errors and operational knowledge for improved services
When / where required, perform assigned tasks on 24x 7 shifts basis.
EXPERIENCE, KNOWLEDGE & SKILLS
Do you have a Bachelor’s degree in Engineering?
Are you ITIL certified (Intermediate / Expert level)?
Do you have experience in Networking, LAN, WAN?
Do you have experience in Technical support, customersupport / Help desk?
If the answer to most ofthe things above is Yes’, then you are the best person for this role