Welcome to SITA... We lead one of the most exciting and advanced industries on earth. Around the world, nearly every passenger flight relies on SITA technology, almost every airport and airline does business with us, and it’s our job to support their operations.
As the world's leading air transport IT and communications specialist, we’re committed to meeting the demands of the air transport industry around the clock, every day.
Our Vision : Easy air travel every step of the way
WHY SHOULD YOU BE INTERESTED?
With us there are no limits for people looking to explore the edges of possibility and beyond. Together, we Go.Far.
Challenge : Our people take on some of the biggest challenges in our industry. They aren't afraid to think bigger, work harder and deliver smarter solutions that are continuously transforming air travel.
Opportunity : Taking on these challenges opens up a world of opportunities for our people. We make sure they have the chance to develop their skills, explore new horizons and grow their careers on a global scale.
At SITA we believe that creating and nurturing an inclusive culture is about who we are as an organization, and as an employer.
Diversity is more than a target to us, it’s a key part out of our collective identity and values.
You will be working out ofour Athens office and will be responsible for assuring SITA's competitivestrength and business growth through the provision of the highest qualitytechnical Service Operations to SITA customers.
Perform all Service Operationsactivities according to SITA standards and procedures, maximizing customersatisfaction by the delivery of first class support activities.
To provide thehighest level of Service Operation availability, ensuring Systems and Productsare properly configured and maintained.
To assist the Service Operations teamto ensure service delivery quality is maintained through direct assistance inimplementing and improving working processes and procedures.
YourRole will involve :
Ensuringthe correct functioning and maintenance of all internal and external systemsand products serviced by Service Operations.
Actingas the customer SPOC and co-ordinate the scheduling of intervention withCustomer's, internal resolver groups, and the Service Desk ensuring the highestlevel of customer services and communications are maintained to resolve thefault and incident within the prescribedSLA.
Carryingout incident and problem management support to the highest standards andco-ordinate the resolution with the appropriate resolvergroups.
Ensuringshortest restoral times possible, initiating the timely escalations tospecialized resolver groups inside and outside SITA, according to the customercontracts, SLAs and monitoringrequirements.
Managingthe replacement process of faulty equipment through the use of spares, andensuring the timely replenishment the spare according to prescribedavailability and sparingpolicy.
Ensuringthe Service Operations team adheres to the highest working standards for allincidents and problems by providing guidance, support and directmanagement.
Proactivelydetecting problems related to service and infrastructure operations anddelivery services, conduct diagnostics and provide service request ownership toensure resolution of customerproblems.
Usingthe appropriate tools and equipment to perform the installation, intervention,and repairs in accordance with Service Operations and Delivery guidelines andinstructions whereprovided.
Reporting and escalating to the next level thoseproblems which cannot befixed.
Carryingout preventive and proactive maintenance of equipment and monitoring of systemsand services in accordancewithagreed schedules and customerexpectations.
Performing Change Management, Configurations, Designand Implementation of the supported Product &Systems.
Managinglocal suppliers in the provision of services for the SITA Service Operations centersand report on services provided to management.
Conducting the analysis, definition, documentationand testing of application & systemsenhancements.
Providing onsite supportto Users during the cutover of theservices.
Continuously identifyingand documenting lessons learnt, known errors and operational knowledge forimprovedservices.
Ability to adapt & operate within irregular workhours When / Where this is required (exceptional).
We would like you to have the following skills
Diploma / Certificate in Computer Science,Electronic Engineering or equivalent Telecommunications in-countryqualification.
Applicable vendor / technology entry level certification orequivalent work experience, in particular : MCSA, MCTS, CCNA , etc.
ITIL FoundationCertificate (will be considered as a plus).
Minimum 4-5 years of experiencein the network, and / or application / system support domain. Must have dealtdirectly with external customers delivering to SLAs.
Minimum 4-5 years of experience inService Operation domain, whereapplicable.
Prior experience in an airport / airline ITenvironment will be considered as a plus.
Prior experience in a customer facing positionwill be considered as a plus.