Job Description

Senior NOC Analyst-36992


Profession Service Operations


Work Location Asia Pacific-Singapore-Singapore


Schedule Full-time


Description

As a Senior NOC Analyst, you will be responsible for end-to-end availability of the infrastructure and services operated by SITA FOR AIRCRAFT and managing Major Incidents. The Senior Network Operations Center (NOC) Analyst performs technical analysis of system issues and outages as they occur across customer enterprise networks. This individual then performs research to troubleshoot and resolve the issue or, depending upon impact, manages them as Major Incidents, escalates the issue to higher-level systems administrators and network engineers. The Senior NOC Analyst is responsible for researching and documenting various mitigation strategies, and must maintain current and thorough knowledge of customer technologies and their significance to customer operations. This individual must be able to manage Major Incidents, prioritize remediation of issues in a 24 x 7 environment with critical uptime requirements. The Senior NOC analyst also perform system administration tasks such as network/system troubleshooting, patching operating systems and applications, and executing various scripts.
What you will do

• Strong customer service focus, with the ability to communicate among highly technical teams.
• Being accountable for Managing Major Incidents with the aim to resolve outages and degradation within set SLO.
• Point of contact for customers, partners and internal teams for service impacting issues, outages and remediation status.
• Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls
• Provide timely response and communications around incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
• Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact.
• Matrix management of people, processes and resources including third parties \xe2\x80\x93 including resolving conflict to move forward to resolution.
• Analyze trends, recurring Incidents to provide inputs and support the Problem management process.
• Drive continuous service improvement and manages service improvement plans.
• Provide support and training to junior NOC analysts when required.
• Document all actions in accordance with standard company policies and procedures, work with internal and external technical and service teams to create and/or update knowledge base articles.
• Has a passion for succeeding in assigned tasks and to produce work of the highest quality even under pressure.
• Demonstrates a strong desire to see the team achieve its common goals.

Qualifications


Who you are

• 5+ years IT Operations experience in large scale, mission critical enterprise heterogeneous infrastructure leveraging DevOps, SRE & Agile methodologies with B. Tech./B.E. degree in Electronics & Telecomm or Computer Science
• 3-5 years\xe2\x80\x99 experience in the network and/or application/system support domain, Airline Operations and Product & Service knowledge around aircraft communication services environment is a plus
• Previous NOC experience and Major Incident Manager is strongly preferred, extensive experience in all aspects of remediation and stakeholder management
• ITIL, networking & server certifications preferred; Microsoft Azure, Kubernetes, Cisco, RedHat, Lean Six Sigma certification nice to have
• Knowledge of complex IT/Network systems and/or application/system support domain

What we offer
SITA\xe2\x80\x99s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who\xe2\x80\x99ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we\'re always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too. And we offer all the good stuff you\xe2\x80\x99d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning. Welcome to SITA
SITA is the world\xe2\x80\x99s leading specialist in air transport communications and information technology. We don\xe2\x80\x99t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?
For your security, during a SITA hiring process:

• never respond to an email asking for a payment, your credit card number or a copy of your bank details;
• always check the sender\'s address before opening the message. For SITA, the address must be equal to \xe2\x80\x9cgivenname.surname@sita.aero\xe2\x80\x9d. Otherwise, it is a fraudulent message;
• all open positions are published on SITA official website and we encourage candidates to apply through it directly.

In case of issues with uploading your CV or accessing the application system, please contact us @ careers@sita.aero
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Job Posting Jan 26, 2023, 3:17:18 AM