Senior Specialist Engineer Service Operations (Remote)

Senior Specialist Engineer Service Operations (Remote)

Senior Specialist Engineer Service Operations | SITA |Singapore

SITA is the leading specialist in air transport communications andinformation technology. We don’t just connect the global aviationindustry, we apply decades of experience and expertise to address almost...

WELCOME TO SITA SITA is the leading specialist in air transport communications andinformation technology. We don’t just connect the global aviationindustry, we apply decades of experience and expertise to address almostevery core business, operational, baggage, and passenger process in airtransport. As an organization, we cover 95% of all international air traveldestinations and work with over 2,800 air transport and governmentcustomers in every corner of the globe. Immerse yourself in the dynamicworld of technology while embracing our collaborative, and inclusiveculture. Ready to redefine air travel? The journey starts here, with youat SITA. ABOUT THE ROLE & TEAM: As Senior Specialist/Engineer Service Operations, you will be one of theTechnical Leader within Common Use Team which ensure all our customers’(Airports, Airlines and their customers) day to day operation runningsmoothly.Whether it is a passenger check-in via CUTE or CUSS or Web, or theAirlines’ operation itself – you are responsible to keep them happy andsatisfied with our services. You are expected to put the customer asthe priority and lead the team into creating positive experience andperception towards SITA as a service provider. This includes makingcritical decisions during shift duty hours as required by the Shift Manageron duty.Additionally, you will also be responsible in reviewing technicalcapacity of the team and provide feedback on development plan andinitiative. And as a key contributor in terms of day-to-day operations,future enhancements towards a focus on operational excellency and customersatisfaction. WHAT YOU WILL DO: To lead and ensure the Service Operations team adheres to the highestworking standards for all incidents and problems by providing guidance,support and direct management.Provide Service Operations support to internal and external customersin accordance with the terms of the customer contract and Service LevelAgreements (SLAs)Ensure the correct functioning and maintenance of all internal andexternal systems and products serviced by Service OperationsWhen required, act as the customer SPOC and co-ordinate the schedulingof intervention with Customer’s, internal resolver groups, and theService Desk ensuring the highest level of customer services andcommunications are maintained to resolve the fault and incident within theprescribed SLA.Carry out incident and problem management support to the higheststandards and co-ordinate the resolution with the appropriate resolvergroupsEnsure shortest restoral times possible, initiating the timelyescalations to specialized resolver groups inside and outside SITA,according to the customer contracts, SLAs and monitoring requirements.Proactively detect problems related to service and infrastructureoperations and delivery services, conduct diagnostics and provide servicerequest ownership to ensure resolution of customer problems.Adhere to installation guidelines and industry best practices in orderto deliver quality service and infrastructure operations.Use the appropriate tools and equipment to perform the installation,intervention, and repairs in accordance with Service Operations andDelivery guidelines and instructions where provided.Report and escalate to the next level those problems which cannot befixed.Carry out preventive and proactive maintenance of equipment andmonitoring of systems and services in accordance with agreed schedules andcustomer expectations.Perform Change Management, Configurations, Design, and Implementationof the supported Product & SystemsContinuously identify and document lessons learnt, known errors andoperational knowledge for improved servicesEXPERIENCE: Diploma/bachelor’s degree in computer science, Electronic Engineeringor equivalentMicrosoft Certified Solution Associate : Windows Server (minimum 2008)& Microsoft Certified System Engineer : Windows Server 2003Excellent and proven knowledge in MS Windows Server Architecture(Active Directory Services, Clustering Services, DFS Management, Powershellscripting)Knowledge on latest cloud technologies, preferably hands on experienceon Azure or AWS.Excellent and proven working knowledge in MS SQL Server Database.Ability to troubleshoot LAN topologies based on TCP/IP, Firewall andAirportConnect Network setup.Excellent written and verbal communication skills as there will be highnumber amount of communication messages, incident review, change review andinterlock calls with our customer.NICE-TO-HAVE: ITIL Foundation v4 CertificationWHAT WE OFFER: SITA’s workplace is all about diversity, many different countries andcultures are represented in our workforce. We collaborate in our impressiveoffices, embracing a hybrid work format. As part of our global benefits, weoffer: Flex-week: Work from home up to 2 days/week (dependingon your Team’s needs). Flex-day: You may wish to flex your arrival time atthe office, to beat the rush hours or you may want to leave the officeearlier to pick up your kids from school or to go to your favorite game: Wesupport you in being open about your needs and routine with youmanager. Flex-location: Benefit for 30 working days fromanywhere around the world each year! Competitive benefits according to the local marketSITA is an Equal Opportunity Employer and values a diverseworkforce. In support of our Employment Equity Program, women, aboriginalpeople, members of visible minorities, and/or persons with disabilities areencouraged to apply and self-identify in the application process. Tagged as: remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home

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