Senior Specialist/engineer Service Operations

3 weeks ago

Doha, Qatar SITA Switzerland Sarl Full time

Overview:
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 the delivery of first-class support activities. The role will also require you to work closely with other support teams, making sure key KPIs are met, help to reprioritise Incidents, Problems and Changes. To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained.

Please note that the Job title on SITA contract for this role will be Senior Specialist/Engineer Service Operations as aligned with our internal career framework.
At SITA, we achieve more, together. Are you ready to join us?

**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 co-ordinating the incident/changes, scheduling with the customer's internal resolver groups and the various Service Desk’s, maintaining the highest standards of customer service and communication
- To resolve the incident/change, within the agreed SLA.
- Carry out incident and problem management support 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 and ensuring the timely replenishment the spare according to prescribed availability and sparing policy.
- 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
- Support the senior team members in the management reporting and co-ordination of day-day tasks during 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

Qualifications:
**Who you are**
- CCIE (R&S) - Mandatory
- Knowledge in Network Security - mandatory
- Knowledge of Cisco Voice technologies - advantage
- VMware certifications/knowledge - mandatory
- Red Hat certifications/knowledge - advantage
- min 6-10 years’ experience
- Nagios and WhatsUP Gold Monitoring - advantage

**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.

And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.

**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?

Keywords: CCIE Certified, Network security,Cisco R&S, Red Hat certification, MCSE

For your security, during a SITA hiring process:

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