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Specialist Engineer Service Operations


Location:
Greater Buenos Aires, Argentina
Language(s):
Only English Required
Job Ref:
595294643
Company:
SITA
Job Description
Description

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.

· To assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

Key Responsibilities


· 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 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

· 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 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

· Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations

· Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided

· Report and escalate to the next level those problems which cannot be fixed

· 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 the supported Product & Systems

· Manage local suppliers in the provision of services for the SITA Service Operations centres 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 the cutover of the services

· Continuously identify and document lessons learnt, known errors and operational knowledge for improved services

· 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.

Experience

Job Qualifications


· Minimum 2 years experience in the network, and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs.

· Minimum 2 years experience managing Windows server enviorements.

· Minimum 2 - 3 years experience in ACM domain, where applicable.

· Experience of working in the Airport / Airline industry.

Knowledge & Skills


· 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

· 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 install and repair Desktop PCs, Office Printers, ATI Printers, Switches, Routers, Hubs, IP Phones, Servers, WAN connectivity equipment (Modems, ISDN), and Cabling - to component level

· 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 Microsoft/Linux/Unix.

· Ability to troubleshoot LAN topologies based on TCP/IP, IPX/SPX, and NetBIOS networks using basic commands such as PING and TRACEROUTE.

· Carry out configuration tasks on Cisco LAN switches and routers (assign IP address, shut down interfaces, other interface level configuration)

· 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

· 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

PROFESSION COMPETENCIES


    • Applications Support
    • Info Gathering&Processing
    • Service Infrastruct/Platforms
    • Service Management Process
    • Technical Communication
    • Product/Solution Knowledge

CORE COMPETENCIES


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

Education & Qualifications

Diploma / Certificate in Computer Science, Electronic Engineering or equivalent Telecommunications in-country qualification. - Applicable vendor / technology entry level certification or equivalent work experience, in particular MCSA, MCTS, CCNA, Linux/Oracle entry level, AIX Specialist - ITIL Foundation Certificate

Additional Information

Profession

Service Operations

Work Location

Americas-Argentina-Buenos aires

Schedule

Full-time

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