Expert Service Operations

Expert Service Operations-35825

**Profession**

Service Operations

**Work Location**

Asia Pacific-Singapore-Singapore

**Schedule**

Full-time

Description

To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. To lead resolution of major service issues and recommend and implement product/service improvements to eliminate recurrent failures, improve customer satisfaction.

This role of SCC -Subject Matter Expert focuses on timely resolution and ownership of Escalated issues at highest level for support for end to end resolution and ownership to drive RCA and Improvements.

**What you will do**
- The Subject matter Expert (SME) is responsible to provide Level 3 / Complex Incident, Problem management support on the escalated issues for the specific domain.
- SME will be responsible to Lead & provide inputs for the Technical details to formalise the internal or customer facing RCA/RFO.
- SME will be responsible to lead the improvement actions out of the RCA and engage his counterparts in PSOP (Product & Service Operations Practice) or PSE (Product and Solutions Engineering) teams.
- SME will participate in Change and Standard Release Management activities. This role will follow the initial engagement from PSOP for major baseline product changes.
- SME will participate in incubation initiatives and will support the transition of new products and technology into the SCC, working closely with the PSOP Services Owner and Operational Engineer.
- SME will be responsible to also provide inputs to functional manager regarding improvement initiative related to the proactive monitoring and Operational Support Systems (OSS).
- SME will drive assessment on day to day activities which could leverage Robotic Process Automation, improving quality and efficiencies on operational functions.
- SME will be responsible to build up and improve the technical knowledge into the team to develop L2 and L3 expertise for specific products in SCC.
- SME will work with PSOP and PSE teams on improving technical documentation to ensure that enough knowledge and information is available for team to support the products.
- SME will actively promote and fosters the sharing of experience and expertise to build bridges between teams / functions and develops constructive relationships.
- SME will encourage others to view change as a way of life and will enlists entire organization to challenge status quo thinking and assumptions. Thrives on change.
- Provide operational support for escalated critical Incidents when required, during the operational hours of his / her SCC location.
- SME operational coverage will be Monday - Friday during normal business hours (NBH) and required to be available for On Call Support outside NBH.
- Support domain specific platform and new technology evolution in the specific domain
- To provide end to end ownership in SCC Function and take lead to Guide or Resolve escalated Complex Incidents & Problems and support critical and Normal Changes within SCC. To be measured
- To improve problem Management life cycle to detect the problems and provide resolution - to be measured based on Problem management Life Cycle
- To improve on Automation - to measure on how many Automation ideas are introduced and executed to improve man hours.
- To improve the Knowledge level in team by showing skill matrix improvement
- To improve the technical documentation of the products and show efficiency in usage of technical documentation and resolution by teams using these documents.
- Through knowledge management initiatives achieve a reduction on the number of incidents and problems escalated to PSE teams.

**Qualifications**:
**Who you are**
- BS level Technical Degree or equivalent experience in Engineering Computer Technologies.
- Microsoft Certified Solutions Associate (MCSA) or Solutions Expert (MCSE)
- VMware Certified Associate or Professional
- ITIL v3 or v4 Foundation
- Minimum experience of 7 years in implementing and/or supporting SITA APC Open platform (CUTE, CUSS and CUPPS)
- Excellent knowledge and understanding of SITA APC Open platform and its relationships with:

- platform components like AuthAux, AuxScreen, LVI (Login Validate Interface), Datawarehouse & Billing and RTS (Real Time Statistics)
- SITA products like Bagdrop, PFM, AirportPulse and Smartpath.
- tools like, SITA AIM, SITA NEAR, Altiris, Dameware and Ultrabac.
- Experience and knowledge of database technologies, specially Microsoft SQL Server.
- Familiarity on SITA APC Flex platform
- Familiarity or working experience on Azure Services, especially ARM templates, as well as AWS.
- Familiarity or working experience on SITA ATI cloud or VASL environments.
- Proved experience problem solving issues on globally distributed systems and cri