Senior Specialist Service Operations(Ibm Mq, Linux, Middleware)

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.

**_ BOUT 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.

**_WHAT YOU WILL DO:_**
- _
Provide Service Operations support to internal and external customers by 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 coordinate the scheduling of interventions with the 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 the 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_
- _ 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 the 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._
- _ 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 12 x 7 shifts basis._

Qualifications:
**_ ABOUT YOUR SKILLS_**
- _
Degree in Computer Science, Electronic Engineering or equivalent._
- _ Minimum 3-5 years in similar role._
- _ Must have dealt directly with external customers delivering to SLAs._
- _ 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)_
- _ ITIL Foundation Certificate._
- _ 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_
- _ Ability to analyze, draw conclusions, and create solutions to customer's complex problems._
- _ 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 Linux/Unix._

***:
**WHAT WE OFFER**:
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

**Flex Week**: Work from home up to 2 days/week (depending on your team's needs)
- **Flex Day**: Make your workday suit your life and plans.

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