ABOUT THE ROLE & TEAM:

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.

WHAT YOU WILL DO:

• 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 of 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.
•  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.

EXPERIENCE:

• Bachelor in Computer Science, Electronic Engineering, or any other related field.
• 3-5 years of experience in a similar role.
• Experience in Patching Tools (WSUS, SCCM, WS1..etc).
• Experience in Software Deployment Tools (Altiris, SCCM , WS1..etc).
• Experience in Antivirus Tools (Mcafee, MS Defender, Symantec..etc).
• Windows Servers Administrations.
• Unix Administration.
• Experience of working in the Airport/Airline industry preferred
• Strong communication skills.
• Fluency in English language.

EXPERIENCE:

• Scripting experience is a plus.
• Experience of working in the Airport/Airline industry preferred.

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.