Job Description

:OverviewWELCOME TO SITAWe\'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.ABOUT THE ROLE & TEAM:As Senior Specialist/Engineer Service Operations, you will be one of the Technical Leader within Common Use Team which ensure all our customers\xe2\x80\x99 (Airports, Airlines and their customers) day to day operation running smoothly.Whether it is a passenger check-in via CUTE or CUSS or Web, or the Airlines\xe2\x80\x99 operation itself \xe2\x80\x93 you are responsible to keep them happy and satisfied with our services.
You are expected to put the customer as the priority and lead the team into creating positive experience and perception towards SITA as a service provider. This includes making critical decisions during shift duty hours as required by the Shift Manager on duty.Additionally, you will also be responsible in reviewing technical capacity of the team and provide feedback on development plan and initiative. And as a key contributor in terms of day-to-day operations, future enhancements towards a focus on operational excellency and customer satisfaction.WHAT YOU WILL DO:

• To lead and ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.
• 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.
• 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.
• 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
• Continuously identify and document lessons learnt, known errors and operational knowledge for improved services

QualificationsEXPERIENCE:

• Diploma/Bachelor\xe2\x80\x99s degree in computer science, Electronic Engineering or equivalent
• Microsoft Certified Solution Associate : Windows Server (minimum 2008) & Microsoft Certified System Engineer : Windows Server 2003
• Excellent and proven knowledge in MS Windows Server Architecture (Active Directory Services, Clustering Services, DFS Management, Powershell scripting)
• Knowledge on latest cloud technologies, preferably hands on experience on Azure or AWS.
• Excellent and proven working knowledge in MS SQL Server Database.
• Ability to troubleshoot LAN topologies based on TCP/IP, Firewall and AirportConnect Network setup.

Excellent written and verbal communication skills as there will be high number amount of communication messages, incident review, change review and interlock calls with our customer.NICE-TO-HAVE:

• ITIL Foundation v4 Certification

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.\xf0\x9f\x8f\xa1 Flex Week: Work from home up to 2 days/week (depending on your team\'s needs)\xe2\x8f\xb0 Flex Day: Make your workday suit your life and plans.\xf0\x9f\x8c\x8e Flex-Location: Take up to 30 days a year to work from any location in the world.\xf0\x9f\x8c\xbf Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.\xf0\x9f\x9a\x80 Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!\xf0\x9f\x99\x8c Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.

SITA