Senior Specialist/Engineer Service Operations

3 days ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

WELCOME TO SITA
SITA is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry; we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. 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. Immerse yourself in the dynamic world of technology while embracing our collaborative and inclusive culture.

Ready to redefine air travel? The journey starts here, with you at SITA.

ABOUT THE ROLE & TEAM:

As a Senior Specialist/Engineer Service Operations, you will guarantee SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Network Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by delivering first-class support activities. The role will also require you to work closely with other support teams, ensuring key KPIs are met and helping to reprioritize Incidents, Problems, and Changes. This position ensures the highest level of Service Operation availability, ensuring Systems and Products are properly configured and maintained.

What you will do:

  • Provide Network 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 serviced by Service Operations.
  • When required, serve as the customer's SPOC, coordinating the incident/changes, scheduling with the customer's internal resolver groups and various Service Desks, maintaining the highest standards of customer service and communication.
  • Resolve incidents/changes within the agreed SLA.
  • Carry out incident and problem management support and coordinate the resolution with the appropriate resolver groups.
  • Ensure the shortest restoration times possible, initiating 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 and ensure the timely replenishment of spares according to prescribed availability and sparing policy.
  • 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, conduct diagnostics, and provide service request ownership to ensure resolution of customer problems.
  • Support senior team members in management reporting and coordination of day-to-day tasks during the absence of the Lead Engineer.
  • 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.
  • Continuously identify and document lessons learnt, known errors, and operational knowledge for improvement of services.

Experience:

  • CCIE (R&S) - Mandatory
  • Knowledge in Network Security - Mandatory
  • Knowledge of Cisco Voice technologies - Advantage
  • VMware certifications/knowledge - Mandatory
  • Red Hat certifications/knowledge - Advantage
  • Minimum 6-10 years' experience
  • Nagios and WhatsUP Gold Monitoring - Advantage

WHAT WE OFFER:

SITA's workplace is all about diversity, with many different countries and cultures represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:

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