Senior Specialist/engineer Service Operations

Senior Specialist/Engineer Service Operations-35473

**Profession**

Service Operations

**Work Location**

Asia Pacific-Singapore-Singapore

**Schedule**

Full-time

Description

As **Senior Specialist/Engineer Service Operations**, you will 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.

Reporting to the Senior Manager Service Operation, you will be a part of the Service Management team responsible to manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

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 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
- Manage the replacement of faulty equipment through the use of spares 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
- Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations
- 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 centres and report on services provided to management.
- To provide onsite support to Users during the cutover of the services
- Continuously identify and document lessons learnt known errors and operational knowledge for improved services
- When/where required be contactable for escalations and support on and on-call standby basis
- When/where required perform assigned tasks on 24 x 7 shifts basis

**Qualifications**:
**Who you are**
- Minimum 2 - 3 years’ experience in ACM domain where applicable.
- Knowledge in Network protocols and services System & Applications
- Exposure to ITIL and IT/network components and principles

**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