Expert Service Operations

WELCOME TO SITA

PURPOSE

What will you 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 Major Incident Managers 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.
• Support team members in the management reporting and co-ordination of day-day tasks during absence of the Lead Engineer.
• Report and escalate to the next level those problems which cannot be fixed.
• Engage and work with various Vendors for permanent fix on service operations.

• Required to work in shift as Expert to solve complex incident & lead Problem to solution and on call as per defined shift plan.

EXPERIENCE

• full Troubleshooting expertise in listed technologies Cisco ACI, Palo Alto, Nexus, Aruba, Clear Pass, Cloud, Cisco NCS, Cisco IPT, Genesys Pure Cloud solutions.

KNOWLEDGE & SKILLS

• Cloud, Security, WAN Optimization and Network protocols.
• Expertise in Data center setup
• Expertise in technologies like Cisco ACI, Palo Alto, Nexus, Aruba, Clear Pass, Cloud, Cisco NCS, Cisco IPT, Genesys Pure Cloud solutions.
• Ability to configure and troubleshoot Cloud, LAN and WAN Infrastructure
  
  • Customer Service pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction.
  • Ability & motivation to work in a team and in shifts and On Call
  • Ability to analyze draw conclusions and create solutions to customer's moderately complex problems.
  • Ability to build relationships with peer and management levels both with clients and the company management.
  • . Exposure to ITIL and IT/network components and principles.
  • Demonstrated maturity in handling complex customer issues.
  Ability to coach new joiners and to facilitate their integration into the team
  
  • Ability to organize the activity of a team and to take ownership of issues until resolution.

PROFESSION COMPETENCIES

• Cloud, Security and Networking concepts.
  

  • Service Infrastructure platform.
  • Service Management Process
  • Technical Communication

CORE COMPETENCIES

• Adhering to Principles & Values
  
  • Communication
  • Creating & Innovating
  • Customer Focus
  • Impact & Influence
  • Leading Execution
  • Results Orientation
  • Teamwork

EDUCATION & QUALIFICATIONS

WHAT WE OFFER

• 
  Flex Day: Make your workday suit your life and plans.