Associate Technician Service Operations

WELCOME TO SITA

SITA is the leading specialist in air transport communications and information technology. We don’t 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. 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. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

Ready to redefine air travel? The journey starts here, with you at SITA.

ABOUT THE ROLE & TEAM:

As Associate Technician Field Ops you will 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.

At SITA, we achieve more together. Are you ready to join us?

WHAT YOU WILL DO:

• Be a part of the team that support Airport /Airline Operations and perform assigned tasks in a 24 x 7 , 365 days support operations in shift basis at SITA Delhi GCC center.
• Provide Service Operations support to internal and external customers in accordance with the terms of customer contracts and Service Level Agreements (SLAs).
• Ensure the proper functioning and maintenance of all internal and external systems and products serviced by Service Operations.
• Act as the customer SPOC when required, coordinating the scheduling of interventions with Customer's internal resolver groups and the Service Desk, maintaining high-level customer service and communication to resolve faults and incidents within the prescribed SLA.
• Provide incident and problem management support to the highest standards, coordinating resolution with the appropriate resolver groups.
• Ensure the shortest possible restoration times by initiating timely escalations to specialized resolver groups inside and outside SITA according to customer contract SLAs and monitoring requirements.
• Manage the replacement of faulty equipment through the use of spares, ensuring timely replenishment according to prescribed availability and sparing policy.
• Proactively detect problems related to service and infrastructure operations, conduct diagnostics, and provide service request ownership to ensure resolution of customer problems.
• Adhere to installation guidelines and industry best practices to deliver quality service and infrastructure operations.
• Use the appropriate tools and equipment to perform installations, interventions, and repairs in accordance with Service Operations and Delivery guidelines and instructions.
• Report and escalate unresolved problems to the next level.
• 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 supported Products & Systems.
• Liaise with local suppliers in the provision of services for SITA Service Operations centers and report on services provided to management.
• Document resolutions of problems.
• Provide on-site support to Users during the cutover of services.
• Continuously identify and document lessons learned, known errors, and operational knowledge for improved services.
• Provide call-out services when needed.
• Provide Service Operations support to internal and external customers in accordance with the terms of customer contracts and SLAs.
• Ensure the proper functioning and maintenance of all internal and external systems and products serviced by Service Operations.
• Act as the customer SPOC when required, coordinating the scheduling of interventions with Customer's internal resolver groups and the Service Desk, maintaining high-level customer service and communication to resolve faults and incidents within the prescribed SLA.
• Provide incident and problem management support to the highest standards, coordinating resolution with the appropriate resolver groups.
• Ensure the shortest possible restoration times by initiating timely escalations to specialized resolver groups inside and outside SITA according to customer contract SLAs and monitoring requirements.
• Manage the replacement of faulty equipment through the use of spares, ensuring timely replenishment according to prescribed availability and sparing policy.
• Proactively detect problems related to service and infrastructure operations, conduct diagnostics, and provide service request ownership to ensure resolution of customer problems.
• Adhere to installation guidelines and industry best practices to deliver quality service and infrastructure operations.
• Use the appropriate tools and equipment to perform installations, interventions, and repairs in accordance with Service Operations and Delivery guidelines and instructions.
• Report and escalate unresolved problems to the next level.
• 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 supported Products & Systems.

EXPERIENCE:

• BSc (in EEE, CSE, Applied Physics) is an academic undergraduate degree.
• Should have IT knowledge
• Should have working knowledge on Windows Client and Server OS
• Should have basic knowledge of networking
• CCNA is preferred.
• ITIL

• Adhering to Principles & Values
• Fluent communication

WHAT WE OFFER:

SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:

Work Flexibility: Work from home up to 2 days/week (depending on your Team's needs).

You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.

Employee Wellbeing: Employee Assistance Program (EAP) provided by SITA is a yearly free service for practical advice in any part of your life.

Professional Development: Unleash your potential with our training offers via Coursera!

Flex-location: Benefit for 30 working days from anywhere around the world each year!

Competitive benefits according to the local market

SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.