Specialist/engineer Service Operations

Specialist/Engineer Service Operations-35952

**Profession**

Service Operations

**Work Location**

Asia Pacific-Singapore-Singapore

**Schedule**

Full-time

Description

As the Specialist, you will be one of the Airport Operations team member 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 assist 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 providing feedback on technical capacity of the team and provide feedback on development plan and initiative.

**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
- 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

**Qualifications**:

- Experience of working in the Airport / Airline industry is an added advantage.
- Knowledge and understanding in one or several of the following domains:
Windows Servers Operating System and Applications
- 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 analyse, 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
- Knowledge and ability to install configure and maintain operating system software including Microsoft (Windows Server / Windows 7 and latest)
- Ability to troubleshoot LAN topologies based on TCP/IP, IPX/SPX, and NetBIOS networks using basic commands such as PING and TRACEROUTE.
- Knowledgeable in Microsoft Windows Server Architecture (Active Directory Services, Clustering Services, DFS Management, PowerShell scripting).
- Knowledgeable in Microsoft SQL Server & Database

**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 a