Job Description

Overview

PURPOSE

- 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.
- To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained.
- The Service Desk is the primary point of contact for customers and has the responsibility to ensure that incidents are resolved and change requests handled as quickly as possible and within the agreed SLA. The Service Desk has the ownership of incidents from opening to closing (which includes updating customers at agreed intervals) and for that purpose works with and chases all resolver groups to comply with SLAs.
- The Service Desk support is provided to a large variety of customers in different countries and time zones during extended hours or on a 24 x 7 basis. Requests for support are made via different media: phone e-mails or web portal.

What will you do

- Organization of the coverage and activity of the Service Desk staff to ensure that Incidents and Changes are handled as per the defined SITA ITSM standard processes.
- Timely monitoring of the call answering performance and adjust the shift organization as required including skill set changes in the contact center telephony solution.
- Timely monitoring of Incident resolution and Change Requests completion as per SLA and chasing the various resolver groups as appropriate.
- Handles proactive Notification and Escalation to Service Desk Management and to SITA Senior Management as per the defined process for major Customer or service outages (P1 / major outage notification process in particular).
- Provide coaching and assistance to Service Desk agents as needed.
- Participate in agent training to support the transition of new services or customers.
- Ensure that the actions defined in Improvement plans are performed.
- Handle Customer complaints and escalations.
- Participate in account performance reviews with Service Managers or Business managers.
- Can have the responsibility to closely monitor the activity and performance of a functional group of agents with a view to drive improvements.
- 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)
- 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 event change 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 the spare according to prescribed availability and sparing policy.
- To ensure the Service Operations team adheres to the highest working standards for all incidents changes and problems by providing guidance and support
- Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations
- Support the use of appropriate tools and equipment to perform the installation intervention and repairs in accordance with the Service & Infrastructure Operations and Delivery guidelines and instructions where provided (added support)
- Perform hierarchical and functional escalations where required when incidents cannot be resolved
- When/where required be contactable for escalations and support on and on-call standby basis
- When/where required perform assigned tasks on 24 x 7 shifts basis.

Qualifications

Who you are

- Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in country qualification.
- Applicable vendor / technology entry level certification or equivalent work experience
- ITIL Foundation Certificate
- CCNA

- Minimum 2 - 3 years experience in the network and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs.
- Experience of working in the Airport / Airline industry.

- Knowledge and understanding of Network protocols.

- 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 analyse, draw conclusions and create solutions to customer\'s complex 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 intermediary and advanced levels:
- Airport Services
- Desktop services
- Network Services
- Customer specific services and solutions (for dedicated support)
- Knowledge of ITIL IT and network components and principles
- Experience working with IT Network equipment\'s (CISCO, Huawei, Juniper etc)
- SDN certification / know how desired
- Demonstrated maturity in handling complex customer issues and demanding customers
- 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
- Excellent customer communication skills both verbal and written in English and other languages as required

What we offer

SITA is a place of change and constant improvement, where we\'re always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too. Our values underpin everything we do at SITA.

And we offer all the good stuff you\xe2\x80\x99d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.

Welcome to SITA

SITA is the world\xe2\x80\x99s leading specialist in air transport communications and information technology. We don\xe2\x80\x99t 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.

We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. 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. Are you ready to explore the opportunities?

SITA