Senior Manager Service Operations

Overview:
**Overview**
To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities. To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. n
- To assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

**Key Responsibilities**
- Provide Service 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 and products serviced by Service Operations
- When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
- Carry out incident and problem management support to the highest standards 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
- 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
- Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
- 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
- Perform Change Management Configurations Design and Implementation of the supported Product & Systems
- Manage local suppliers in the provision of services for the SITA Service Operations centers and report on services provided to management.
- Continuously identify and document lessons learnt known errors and operational knowledge for improved services
- Strong understanding and working experience on Platform Hardware (Dell / HP) and underlying storage connectivity (EMC / vSAN)
- Strong understanding and working experience on Hypervisor (VMWare ESXi / Nutanix) including end to end configuration and experience on advance troubleshooting to identify complex issue and design challenges.
- Strong understanding and working experience on VMware Cloud / VCF suite which includes VROPS / VRealize / VRNI etc for cloud management.
- Strong understanding and working experience on Virtual Network environment including Standard / Distributed Switches / Physical and Logical port configuration including SDDC network layer which contains NSXT configuration, Management, and troubleshooting.
- Strong understanding and working experience on Azure Cloud which includes end to end visibility of Azure components like Storage account, Networking (VNet Peering / Private link), Virtual Machine and various connectivity option like VPN Gateway / Express Routes.
- Strong understanding of working experience on Azure Logical structure including Landing Zone / Management Groups
- Understanding and working experience in other Public Cloud Platform like AWS, K8S/Openshift Container Platform and Hybrid Cloud.
- Must be flexible to work late evenings, late nights, 11am-7pm, 10am-6pm, Monday-Friday. May require on call support during weekends

Qualifications:
**Qualifications**
- Degree in Computer Science, Electronics Engineering or any other equivalent in-country qualification.
- More than 8 years experience as Team Lead / Manager
- 10 years experience in Information Technology (IT) managing operations and customer service management functions
- Airline experience and/or ATI know-how would be an advantange
- Applicable vendor / technology intermediate level certification or equivalent work experience in particular: MCSE, MCTS, RHCE/RHCSA/Linux, Oracle DB/ MS-SQL / AWS, MS-Azure
- ITIL Foundation Certificate
- Citrix/vmware/ virtualization certifications
- Minimum 5 - 7 years of experience in the Open Systems Infrastructure / System support domain.
- Must have dealt directly with Internal/external customers delivering to SLAs.
- Minimum 5 - 7 years of experience in Server Managem