Specialist/engineer Service Operations

Specialist/Engineer Service Operations-36199

**Profession**

Service Operations

**Work Location**

Asia Pacific-Singapore-Singapore

**Schedule**

Full-time

Description

As the **Application Engineer,** you will be one of the Technical Engineer within Common Use Team which ensure all our customers’ (Airports, Airlines and their customers) day to day operation running smoothly.

Whether it is a passenger check-in via CUTE or CUSS or Web, or the Airlines’ operation itself - you are responsible to keep them happy and satisfied with our services.

You are expected to put the customer as the priority and lead the team into creating positive experience and perception towards SITA as a service provider. This includes making critical decisions during shift duty hours as required by the Shift Manager on duty.

Additionally, you will also be responsible in reviewing technical capacity of the team and provide feedback on development plan and initiative. And as a key contributor in terms of day-to-day operations, future enhancements towards a focus on operational excellency and customer satisfaction.

**What you will do**
- To lead and ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.
- 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
- 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
- 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
- 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

**Qualifications**:
**Who you are**
- Minimum 2 - 3 years’ experience in CUSS/CUTE domain, on a Site Admin role capacity and responsibility.
- Experience of working in the Airport would be an added advantage.
- Knowledge and understanding in one or several of the following domains:
SITA AirportConnect CUSS, CUTE, CUPPS, OPEN
- Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction
- Ability and motivation to work in a team and in rotating shifts
- Ability to analyze, draw conclusions, and create solutions to customer's complex problems.
- Ability to build relationships with peer and management levels both with clients and the company management
- Excellent written and verbal communication skills as there will be high number amount of communication messages, incident review, change review and interlock calls with our customer.
- Excellent and proven knowledge in MS Windows Server Architecture (Active Directory Services, Clustering Services, DFS Management, Powershell scripting)
- Knowledge on latest cloud technologies, preferably hands on experience on Azure or AWS.
- Excellent and proven working knowledge in MS SQL Server Database.
- Ability to troubleshoot LAN topologies based on TCP/IP, Firewall and AirportConnect Network setup.
- Product and Service knowledge in several of the following areas at advanced levels:

- Airline (Customer) Terminal Emulators
- SITA AirportConnect CUTE/CUSS platform or equivalent
- Knowledge of ITIL, IT and network components and principles
- Demonstrated maturity in handling complex customer issues and demanding