Specialist Service Operations

7 months ago

Cairo, 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:_**

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, and to provide the highest level of Service Operation availability, plus ensuring Systems and Products are properly configured and maintained.

**_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)_
- _ Act as Common Use SPOC and coordinate scheduling of intervention with Customer's external resolver groups, and Service Desk._
- _ Follow SITA’s defined practices and procedures while performing Implementation, managing Incidents, Service Requests, Change Management, and escalating to the next level as required. _
- _Carry out preventive and proactive maintenance of equipment and monitoring of systems and services by agreed schedules and customer expectations._
- _ Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems_
- _ Continuously identify and document lessons learned, known errors, and operational knowledge for improved services._
- _ 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._
- _ When/where required, be contactable for escalations and support, on and on-call standby basis_
- _ When/where required, perform assigned tasks on a 24 x 7 shift basis._

Qualifications:
**_ EXPERIENCE:_**
- _Degree in Computer Science, Electronic Engineering, or equivalent._
- _Must have dealt directly with external customers delivering to SLAs._
- _ Minimum 2 - 3 years of experience in ACM domain, where applicable._
- _ Applicable vendor/technology entry level certification or equivalent work experience, in particular: _
- o CCNA (an asset)_
- o Linux entry-level (LPIC-1 certification)_
- o Oracle entry-level, AIX Specialist/Solaris _
- o Redhat (RHCSA) _
- o Websphere MQ_
- o Shell/Python scripting (an asset)_
- _ IT 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 to analyze, draw conclusions, and create solutions to customer's complex problems._
- _ Knowledge and ability to install configure and maintain operating system software including Linux/Unix._
- _ Ability to troubleshoot LAN topologies based on TCP/IP networks using basic commands such as PING and TRACEROUTE._
- _ ITIL Foundation Certificate._

**_
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 to the local market and your employment status.

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