ABOUT US Welcome to SITA... We lead one of the most exciting and advanced industries on earth. Around the world, nearly every passenger flight relies on SITA technology, almost every airport and airline does business with us, and it’s our job to support their operations. As the world's leading air transport IT and communications specialist, we’re committed to meeting the demands of the air transport industry 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 to explore 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 smarter solutions that are continuously transforming air travel.
Opportunity: Taking on these challenges opens up a world of opportunities for our people. We make sure they have the chance to develop their skills, explore new horizons and grow their careers on a global scale.
At SITA we believe that creating and nurturing an inclusive culture is about who we are as an organisation, and as an employer. Diversity is more than a target to us, it’s a key part out of our collective identity and values.
Qualifications THE ROLE You will be contributing to the success of SITA by providing Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
Your role will involve: To be a Subject Matter Expert of Cloud Support Vertical in Sever Infrastructure Management Team in SITA Command Center.
To act as escalation, point of contact for the team in escalated or complex Cloud (IaaS / DaaS) issues.
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
To help build the team skills and knowledge based on the skill gap analysis in Cloud Vertical.
When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the SITA teams at 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 and help build RCA for complex and Major Incidents.
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
Report and escalate to the next level those problems which cannot be fixed
Improve on preventive and proactive maintenance of Cloud monitoring systems and services in accordance with agreed contracts and customer expectations
Review and Perform Change Management Configurations Design and Implementation of the supported Product & Systems
Manage local suppliers in the provision of services for the SITA Service Operations centers and report on services provided to management.
Conducts the analysis definition documentation and testing of application & systems enhancements
Continuously identify and document lessons learnt known errors and operational knowledge for improved services
When/where required be contactable for escalations and support on-call standby basis
- When/where required perform assigned tasks on 24 x 7 shifts basis.
We would like it if you have the below qualifications, knowledge and experiences:
Diploma / Degree in Computer Science, Electronic Engineering or equivalent in-country qualification.
Minimum 5 - 8 years of experience in the Open Systems Infrastructure / Application System support domain.
Must have dealt directly with Internal/external customers delivering to SLAs.
Minimum 3 - 5 years of experience in Server Management and Support
Minimum 2 – 5 years of experience as a DB Administrator
Strong work experience in Cloud & Virtualization concepts (IaaS / DaaS / PaaS / SaaS)
Network protocols and services System and Applications
Customer Service pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction
Ability and motivation to work in a team and in rotating shifts
Installation and configuration of end user applications and software.
Ability to analyze draw conclusions and create solutions to customer's complex problems
Knowledge and ability to solve complex issues in Servers and Virtualization
Ability to build relationships with peer and management levels both with clients and the company management
Knowledge and ability to install configure and maintain operating system software including Windows/Linux/Unix.
Expertise in SQL queries and database technologies, in particular MS SQL Server and/or Oracle Database experience is highly desirable
Ability to trouble-shoot complex database problems MS MQ, Good knowledge on MQ Administration including but not limited to, MS MQ/WMQ infrastructure Components,Distributed Queuing / Client Connectivity
Ability to troubleshoot LAN topologies based on TCP/IP
Product and Service knowledge in several of the following areas at intermediary and advanced levels:
Airport Services
Customer specific services and solutions (for dedicated support)
Knowledge of ITIL IT and network components and principles
Demonstrated maturity in handling complex customer issues and demanding customers
Ability to organize the activity of a team and to take ownership of issues until resolution
Applicable vendor / technology intermediate level certification or equivalent work experience in particular: MCSE, MCTS, RHCE, RHCSA, Linux/Oracle DB/ MS-SQL Server /AIX Specialist
