Expert Service
4 months ago
Overview:
**_ WELCOME TO _**_SITA_**
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.
You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
Are you ready to love your job? The adventure begins right here, with you, at SITA.
***
**_ABOUT THE ROLE & TEAM:_**
To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. To lead resolution of major service issues and recommend and implement product/service improvements to eliminate recurrent failures, improve customer satisfaction.
This role of SCC (SITA Command Center):Subject Matter Expert focuses on timely resolution and ownership of Escalated issues at highest level for support for end-to-end resolution and ownership to drive RCA (Root Cause Analysis) and Improvements.
**_
WHAT YOU’LL DO:_**
- The Subject matter Expert (SME) is responsible to provide Level 3 / Complex Incident, Problem management support on the escalated issues for the specific domain.
- The SME will be responsible to Lead & provide inputs for the technical details to formalise the internal or customer facing RCA/RFO.
- SME will be responsible to lead the improvement actions out of the RCA and engage his counterparts in DSX/Practice or SITA Engineering team.
- SME will participate in Change and Standard Release Management activities. This role will follow the initial engagement from DSX/Practice for major baseline product changes.
- SME will participate in incubation initiatives and will support the transition of new products and technology into the SCC, working closely with the DSX/Practice Services Owner and Engineering team
- SME will be responsible to also provide inputs to functional manager regarding improvement initiative related to the proactive monitoring and Operational Support Systems (OSS).
- SME will drive assessment on day-to-day activities which could leverage Robotic Process Automation, improving quality and efficiencies on operational functions.
- SME will be responsible to build up and improve the technical knowledge into the team to develop L3 expertise for specific products in SCC.
- SME will work with DSX/Practice Practitioner team on improving technical documentation to ensure that enough knowledge and information is available for team to support the products.
- Provide operational support for escalated critical Incidents when required, during the operational hours of his / her SCC location.
- SME operational coverage will be Monday - Friday during normal business hours (NBH) and required to be available for On Call Support outside NBH.
- Support domain specific platform and modern technology evolution in the specific domain
- SME will provide reports to Management on Change activities and incident analysis.
Qualifications:
**_ABOUT YOUR SKILLS:_**:
- To provide end to end ownership in SCC Function and take lead to Guide or Resolve escalated Complex Incidents & Problems and support critical and Normal Changes within SCC. To be measured
- To improve problem Management life cycle to detect the problems and provide resolution - to be measured based on Problem management Life Cycle
- To improve on Automation - to measure on how many Automation ideas are introduced and executed to improve man hours.
- To improve the Knowledge level in team by showing skill matrix improvement
- To improve the technical documentation of the products and show efficiency in usage of technical documentation and resolution by teams using these documents.
- Through knowledge management initiatives achieve a reduction on the number of incidents and problems escalated to Practice.
**EDUCATION & QUALIFICATIONS**
- Bchelor’s degree in Computer science or any other related industry is required.
- Applicable vendor / technology Intermediate level certification or equivalent work experience, in particular
- LINUX OS (Operating System) expert, especially RedHat
- LPIC-1, LPIC-2 certifications OR RHCSA and RHCE certifications are required
- Management of Database Services (e.g., MS SQL, Oracle, MySQL, Mongo DB,)
- Web Sphere MQ, Rabbit MQ
- Knowledge of Virtualization Technologies (e.g., ESX Server, VMWare, etc.)
- Conceptual Understanding of Scripting is required (e.g., PHP, Perl, Shell,)
- Networks and its concepts. CCNA (good to have)
- ITIL Foundation Certificate
**EXPERIENCE**
- 5+ years of systems integration and/or Unix/Linux server
- 5+ years of database administration e
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