Senior Specialist Service & Infrastructure Ops

Purpose

To provide the highest level of service and infrastructure availability, ensuring systems and products are properly configured and maintained by performing all Service & Infrastructure Operations activities according to SITA standards and procedures or customer requirements as needed, maximizing customer satisfaction by the delivery of first class support activities.
To support the Service & Infrastructure Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures and assure SITA's competitive strength and business growth through the provision of the highest quality technical Service & Infrastructure Operations to SITA customers.

Key Responsibilities

Provide Service & Infrastructure 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 in the Government Solutions Line portfolio serviced by Service & Infrastructure Operations

. Act as the customer Single Point of Contact (SPOC), when required, and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service 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

. 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

. 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 the Service & Infrastructure Operations and Delivery guidelines and instructions where provided
. Report and escalate to the next level those problems which can not be fixed

. Perform tests on hardware and software components and be responsible for the co-ordination of acceptance testing with customers and third parties

. Perform change management, configurations, design and implementation of the supported products and systems

. Manage local suppliers in the provision of services for the SITA Service & Infrastructure Operations centres and report on services provided to management

. Conduct the analysis, definition, documentation and testing of application and system enhancements

. Provide on-site support to users during the cutover of services, when required

' Support Bid teams on customized support solutions and costing if/when required

Education & Qualifications

- Minimum Degree / Certificate in Computer Science, Electronic Engineering, or equivalent Telecommunications in country qualification, applicable vendor / technology intermediate level certification or equivalent work experience
- ITIL Foundation Certificate
- Six Sigma Awareness

Experience

- Minimum 3-5 years experience as a Systems Specialist / Engineer / Administrator in real time operations environments supporting:

- SUN Microsystems, Intel, HP server, Unix O/S, clustered file systems, TCP/IP networks, LAN/WAN technologies, IBM Websphere.

- Minimum 2 years real time technical support experience with:

- Oracle and MySQL database technologies, VM Ware, Veritas Clustering, Apache and Tomcat Sever and Java. Experience with M/S Windows environments and Shell scripting an advantage.

- Must have dealt directly with external customers delivering to SLAs

- Airline experience and/or ATI know-how highly desirable

Must have:
1. UNIX Systems Administration experience,
2. Infrastructure Support experience for Database, Eg. Oracle , SQL.mySQL, etc.
3. Networking and application support experience,

Good to have:
1. MQ Messaging
2. Web Server Eg. Tomcat, Apache
3. Sendmail
4. Middleware Eg, WebSphere/Weblogic

Knowledge & Skills

- Service Management Processes
- Knowledge of SITA Portfolio
- Fluent verbal and written communication skills in English & Arabic language is mandatory
- Operating knowledge of Microsoft Office products
- Knowledge and understanding of network and communication protocols
- Ability to support, troubleshoot, analyze and investigate in one or more technology / vendor environment
- Ability to install and configure applications in one or more technology / vendor environment
- Knowledge of ITIL and service management practices and procedures
- Ability to analyze, draw conclusions and create solutions to customer's moderately complex problems
- Ability to build relationships with peer and management levels both with clients and the company management
- Ability to work under pressure and multi-task
- Ability to use a team approach to solve problems when appropriate

SITA Overview

We are the world's leading specialists in air transport communications and IT solutions.
We deliver and manage business solutions for airline, airport, GDS, government and other customers over the world's most extensive network, which forms the communications backbone of the global air transport industry.
Created and owned by the air transport community, SITA is the community's dedicated partner for information and communications technology. As a team of industry experts, our know-how is based on working with customers across the global air transport community. Almost every airline and airport in the world does business with SITA.
With a customer service team of over 1,700 staff around the world, we invest significantly in achieving best-in-class customer service, providing integrated local and global support for both our communications and IT application services.

Entity Overview

The vision of SITA Global Services (SGS) is built around an emphasis on customer service excellence and going back to basics. It brings together all of SITA's central and regional operations capability with the aim of delivering best-in-class customer services globally to SITA's 550-plus members and 3,200 customers worldwide, Leveraging a global footprint of around 1,600 customer service staff, SGS is focused on achieving a more effective, integrated, end-to-end operations capability to improve SITA's competitive market position and the end-customer experience.

http://www.sita.aero/node/8205