Specialist/engineer Service Operations

Overview:
As a **Specialist Engineer Service Operations**, your role will be perform all Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first class support activities. Also, the role involve provide the highest level of Service Operation availability, ensuring Systems and Products are properly configured and maintained; and to assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

**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)
- Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
- 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
- Manage the replacement of faulty equipment through the use of spares and ensuring the timely replenishment the spare according to prescribed availability and sparing policy.
- Monitor proactively to detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure 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
- Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.
- To provide onsite support to Users during the cutover of the services
- 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 24 x 7 shifts basis.

Qualifications:
**Who you are**:

- Diploma / Certificate in Computer Science, Electronic Engineering or equivalent telecommunications in-country qualification.
- Field work experience supporting end users.
- Knowledge or experience repairing computers and peripherals.
- Knowledge or experience on Microsoft Operating Systems for desktop and Servers.
- Knowledge or experience on network hardware/software administration: Routers, proxies, firewalls, gateways, VLAN’s.
- Experience installing, configuring, and supporting an organization's local area network (LAN), wide area network (WAN).
- Knowledge or experience on incident management system.
- ITIL Knowledge or as a plus ITIL Certification.
- Power BI Experience (or other equivalent BI app).
- Teamwork
- Proactivity
- Positive attitude
- People Skills
- Able to work in rotating shifts
- Fluent in English and Spanish

**What we offer**
SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.

**Welcome to SITA**
We design, build and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?