Overview:
We'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.
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.n- Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities.n- To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. n- To manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.
Provide service and infrastructure 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 & Infrastructure 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- Report on the monthly performance of the team and provide feedback to the relevant management teams.- Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties.- Perform Change Management Configurations Design and Implementation of the supported Product & Systems- 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- 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- To provide onsite support to Users during t
he cutover of the services- Perform and support knowledge management by continuously identifying new sources of information and documenting them into the Knowledge management systems- Collect lessons learnt and produce new Knowledge documents to be used for operational excellence- When/where required be contactable for escalations and support on and on-call standby basis- Provide Technical Leadership and direction to team members.
Provide service and infrastructure 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 & Infrastructure 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- Report on the monthly performance of the team and provide feedback to the relevant management teams.- Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties.- Perform Change Management Configurations Design and Implementation of the supported Product & Systems- 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- 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- To provide onsite support to Users during t
Qualifications:
10 years experience in Information Technology (IT) managing operations and customer service management functions- Airline experience and/or ATI know-how
In-depth knowledge and understanding in one or several of the following domains: 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- Installation and configuration of end user applications and software.- Ability to analyze draw conclusions and create solutions to complex customer or infrastructure problems- Ability to build relationships with peer and management levels both with clients and the company management- Product and Service knowledge in several of the following areas at advanced levels: - Airport Services - Desktop services - Network Services - Customer specific services and solutions (for dedicated support)- Understanding of ITIL IT and network components and principles- Expert knowledge of ACM products and services and proprietary systems where appplicable- Knowledge of Airline and CAA customers use of ACM applications where applicable- Demonstrated maturity in handling complex customer issues and demanding customers
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Applications Support
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Product/Solution Knowledge
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Service Infrastruct/Platforms
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Service Management Process
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Technical Communication
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Adhering to Principles & Values
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Communication
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Creating & Innovating
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Customer Focus
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Impact & Influence
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Leading Execution
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Results Orientation
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Teamwork
Degree in Computer Science Electronic Engineering or equivalent Telecommunications in country qualification applicable vendor / technology expert level certification or equivalent work experience- Recognized industry certifications such as MCSM MCITP MCM RHCE CCIE (for Network) IBM Expert - ITIL Foundation Certificate
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.
Flex Week: Work from home up to 2 days/week (depending on your team's needs)
Flex Day: Make your workday suit your life and plans.
Flex-Location: Take up to 30 days a year to work from any location in the world.
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.
Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
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.