Expert Service Operations

6 months ago

مصر, Egypt SITA Switzerland Sarl Full time

Overview:
**_ WELCOME TO SITA_**

**Ready to redefine air travel? The journey starts here, with you at SITA.**

**_
ABOUT THE ROLE & TEAM:_**
- As an Expert Service Operations, you will Work with process owners to develop operational improvement plans against SITA business expectations and customer requirements in line with Lean and Six Sigma methodologies._

**_WHAT YOU WILL DO:_**
- _Handle escalations from L2 team and work with vendors to investigate complex issues._
- _ Engage in Major Incident/P1 resolution and define improvement plan for highly escalated issues and problems._
- _ Collaborate with the Engineering team to discuss product design and ensure operational readiness in terms of knowledge transfer and documentation._
- _ Conduct comprehensive training sessions for the L1/L2 support teams._
- _ Manage the delivery of key projects according to pre-defined and agreed project plans and achieve agreed targets._
- _ Identify and promote opportunities to achieve continuous improvement in operational and process performance._
- _ Ensure customer satisfaction throughout the project life by challenging project steps defined at the start against changing customers' business requirements._
- _ Ensure a process of continuous quality improvement through collection and analysis of stakeholder feedback, customer feedback, and trend analysis._
- _ Lead L1/L2 teams to develop, follow up and implement action plans to identify gaps and resolve identified major customer issues._
- _ Define and implement a Root Cause Analysis methodology and process across the organization, including a communication plan, IT development and Key Performance Indicators (KPI's)_
- _ Ensure proper risk, change and quality management is performed at the program and project levels._

Qualifications:
**_ EXPERIENCE:_**
- _Degree in Computer Science, Electronic Engineering, or equivalent._
- _ Strong experience in customer services using ITSM tool._
- _ Minimum 5 years experience with Dell EMC VxRail Hyper-converged systems regarding Cluster Management, monitoring nodes and drivers at the physical layer; adding and replacing hardware; and VxRail Physical link monitoring._
- _ Minimum 5 years of demonstrated experience working with VMWare v6 and v7, vCloud Director, vCloud Foundation, VMWare Workspace One, vSAN, NSX-T and related products._
- _ 7 -10 years of experience in troubleshooting Servers infrastructures including Windows, Linux server operating systems & virtualization (VMWare), storage devices, and middleware. _
- _7 - 10 years of experience on cloud platform technologies (public or private) including delivery models cloud IaaS, PaaS, and Virtual desktop environments (VMware or Citrix)._
- _ 5-7 years experiences of IIS administration, SQL Database maintenance, WSUS server patching, and Windows Server Clustering._
- _ 7- 10 years of experience in Servers administration including management of LDAP and/or Active Directory._
- _ 7-10 years of experience and familiarity with the AV, Backup, Server Hardware management._
- _ Minimum 5 years of experience in project or program management roles._
- _ Minimum 5 years of experience in IT industry with the implementation of processes as per recognized industry standards._
- _ Exposure to Rabbit MQ, IBM MQ is a plus._
- _ Exposure to ITIL and to IT and network components and principles._
- _ Experience in organizing the activity of a team and to taking ownership of issues until resolution._
- _ IT certifications including:_
- _ VCP VMware Certified Professional - Cloud Management and Automation (desirable)_
- _ VCP VMware Certified Professional - Data Center (required)_
- _ Microsoft MCSE (required)_
- _ Cisco CCNA (desirable)_
- _ RedHat Certified RHCSA (desirable)_
- _ CCP Citrix Certified Professional (desirable)_
- _ AWS/Azure Certified (required)_
- _ ITIL Foundation Certificate (required)_
- _ MS-SQL Database Administrator(desirable)_

**_
WHAT WE OFFER:_**

At SITA, we disrupt the status quo, by empowering our people to pioneer innovations that touch the lives of billions. Bringing together diverse minds from across the globe, we foster a dynamic and positive workplace culture, that values our talented team members for their contributions and dedication. Check out our core benefits, enabling our people across the globe:
**Flex Week**:Work from home up to 2 days/week (depending on the needs of your team and your customers)
- **Flex Day**: Shape your workday to suit your life and your plans.

**Flex-Location**: Take up to 30 days a year to work from any location in the world.

**Employee Wellbeing**: We’ve got you covered with our Employee Assistance Program (EAP), available to you and your dependents 24/7, 365 days/year, and Champion Health - a personalized, proactive platform to support diverse wellbeing needs.

**Professional Development**: Level up your skills with our training platforms, including LinkedIn Learning

**Competitive Benefits**: Access competitive benefits tailored

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