System Support Specialist

SITA INC

As a Specialist/Engineer Service Operations, 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.
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.

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

What You Will 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 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.
  
  

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 in particular MCSA MCTS CCNA Linux/Oracle entry level AIX Specialist
• ITIL Foundation Certificate
• Good experience in the network and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs.
• Good experience in ACM domain where applicable.
• Experience of working in the Airport / Airline industry.
• 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 analyse 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 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 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
  

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’d expect like holidays, Insurance, Medical, Pension plan, Wellbeing, and access to world class learning

Welcome to SITA

SITA is the world’s 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.

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. 

Keywords windows server administration, SQL server administration, VMware/vcenter/ESXi

Profession

Service Operations

Work Location

Middle East, India & Africa-Turkey-Istanbul, Istanbul Airport