Digital Infrastructure Support Specialist

4 days ago


Singapore SITA INFORMATION NETWORKING COMPUTING (ASIA PACIFIC) PTE LTD Full time
About SITA INFORMATION NETWORKING COMPUTING (ASIA PACIFIC) PTE LTD

SITA is a 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.

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. Our dynamic culture is collaborative, inclusive, and constantly evolving. If you're ready to redefine air travel, this is your chance to join us at SITA.

Job Summary:

The Digital Infrastructure Support Specialist will be responsible for providing service operations support to internal and external customers in accordance with customer contracts and Service Level Agreements (SLAs). This role requires excellent problem-solving skills, technical knowledge, and effective communication to ensure high-quality services are delivered to our customers. The ideal candidate should have experience in network and application/system support domains, along with strong ITIL and IT/network principles.

Responsibilities:

• Provide first-line technical support for complex customer issues via phone, email, or chat, ensuring timely resolution and maintaining excellent customer satisfaction ratings.

• Identify, diagnose, and resolve technical problems related to infrastructure operations, delivery services, and systems, leveraging tools and equipment provided by the organization.

• Collaborate with cross-functional teams to implement changes, manage configurations, design, and implement supported products and systems.

• Ensure adherence to agreed-upon schedules and customer expectations for preventive and proactive maintenance of equipment and monitoring of systems and services.

• Manage local suppliers in the provision of services for the SITA Service Operations centers and report on services provided to management.

• Perform analysis, definition, documentation, and testing of application & systems enhancements.

• Participate in continuous improvement initiatives, identifying lessons learned, known errors, and operational knowledge for improved services.

• Demonstrate flexibility and adaptability in working varied shifts, including on-call standby duties as required.

Requirements:

To succeed in this role, you'll need:

• A degree or equivalent Diploma/Certificate in Computer Science, Electronic Engineering, or equivalent

• Minimum 8 years' experience in the network and/or application/system support domain

• Proven track record of delivering SLAs and dealing directly with external customers

• Strong understanding of ITIL and IT/network components and principles

• Excellent communication and interpersonal skills, with ability to coach new team members and facilitate their integration

• Experience working with airline and CAA customers using ACM applications

• Ability to organize team activities and take ownership of issues until resolution

What You'll Get:

This role comes with a competitive estimated salary of SGD $120,000 - SGD $180,000 per annum, depending on your experience and qualifications. As a valued member of our team, you'll enjoy a range of benefits, including medical and dental coverage, annual leave, and professional development opportunities.

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