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Expert Service Operations(End to End Public Cloud

2 weeks ago

القاهرة, Egypt SITA Switzerland Sarl Full time

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.

**PURPOSE**:

- 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.
- 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.
- 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 centers and report on services provided to management.
- Continuously identify and document lessons learnt known errors and operational knowledge for improved services.

Qualifications:
**EXPERIENCE**
- Minimum 7 years of experience in the Open Systems Infrastructure / System support domain.
- Must have dealt directly with Internal/external customers delivering to SLAs.
- Minimum 5 years of experience in Server Management and Support.
- Minimum 5 years of experience in Virtualization.
- Strong work experience in Cloud & Virtualization concepts (IaaS / DaaS / PaaS / SaaS).

**KNOWLEDGE & SKILLS**
- Extensive experience in managing and administering end to end Public Cloud (AWS & Azure) as an DevOps / infrastructure administrator.
- Skilled in managing hybrid cloud environments with on-premises integrations where needed.
- Proficient in designing, deploying, and managing scalable and secure cloud infrastructure on Microsoft Azure and Amazon AWS.
- Deep understanding of AWS services, including EC2, S3, VPC, IAM, RDS, Route 53, EKS, Cloudwatch, Security Hub, Cloud Trail, Global Accelerator, Secret Manager and API services.
- Expertise in configuring and managing core Azure services such as Virtual Machines, Azure Storage, Virtual Networks, Azure SQL, Azure Active Directory, Azure Kubernetes Service (AKS), Azure Gateway and Azuere Landing Zone
- Competent in configuring and managing containerization technologies like Docker and Kubernetes on AWS (EKS and on-Prem Kubernetes (K8).
- Hands-on experience with Linux/Windows server administration, network configuration, and security best practices.
- Proficient with monitoring tools such as CloudWatch and logging tools like the ELK Stack and relevant tools.
- Capable of working effectively with CI/CD pipelines for Azure and AWS, with experience in DevOps tools such as Jenkins, Ansible, and Terraform.
- Strong troubleshooting skills in addressing complex, end-to-end cloud user issues.
- Solid understanding of ITIL processes for service management and operations.
- Proven ability to lead and organize team activities, taking ownership of issues from initiation to resolution.

**PROFESSION COMPETENCIES**
- IT Infrastructure, Applications Support
- Info Gathering & Processing
- Product/Solution Knowledge
- Results Orientation
- Service Infrastructure /Platforms
- Service Management Process
- Technical Communication

**CORE COMPETENCIES**
- Adhering to Principles &