Job closed
Ref: RP123-01
Job description / Role
• 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.
• 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.
• Conducts the analysis, definition, documentation and testing of application & systems enhancements
• 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, perform assigned tasks on 24 x 7 shifts basis.
Requirements
One or more of the following skills:
• Basic understanding of Java projects - Java processes / Java Heap size / Knowledge of Java build tools such as ANT , Maven
• Good Knowledge of Web server and Application servers
• Basic Knowledge of XML
• Good Knowledge of WMQ and Active MQ
• Expertise in any of scripting language - Shell / Perl / Python
• Basic Knowledge of Linux Administration
• Monitor system performance
• Create a backup and recovery policy
• YUM /RPM installation etc
• Good knowledge of Linux commands
• Knowledge of LDAP / Active directory
• Knowledge of reporting tools like JIRA
• Good knowledge of Oracle 10g/11i / mysql / SQL commands
• Knowledge of version control tools like SVN/GIT/CVS
• Knowledge of Automation tools like Puppet / Chef
• Knowledge of Incident Management/Change Management
• Knowledge of document management tools like WIKI/CONFLUENCE/SharePoint
• Basic understanding of Networking
• Understand TCP/IP and UPD and differences
• Routing/Routing tables
• Firewalls/Proxy servers
• DNS
• Tools: ping, traceroute, netstat
• SAN,NAS (how they differ, and are connected to the server)
• Self-Motivated ability to do multi-tasking efficiently
• Good to have working experience on production support projects
• Excellent verbal and written communication skills
• Ability to troubleshoot issues and able to handle different types of customer inquiries
• Customer focused and team orientated
About the Company
Around the world, nearly every passenger flight relies on SITA Technology.
Globally, almost every airport and airline does business with us, and it’s our job to support their operations. As the world's leading air transport IT and communications specialist, we’re committed to meeting the demands of the air transport industry around the clock, every day.