SITA Hiring for Senior Specialist/engineer Service Operations at Delhi, India Full Time

Job Description

As the Senior Specialist, you will be one of the Technical Leader within the Common Use Team which ensure all our customers’ (Airports, Airlines, and their customers) day to day operation run 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 a 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 the technical capacity of the team and providing feedback on the development plan and initiative. And as a key contributor in terms of day-to-day operations, future enhancements towards a focus on operational excellence 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 coordinate the scheduling of intervention with Customer, 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 the 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 the 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 learned, known errors and operational knowledge for improved services
• When/where required, be contactable for escalations and support, on an on-call standby basis
• When/where required, perform assigned tasks on 24 x 7 shift basis.

Qualifications

Who you are

• Minimum 5 – 6 years’ experience in the application/system support domain. Must have dealt directly with external customers delivering to SLAs.
• Minimum 3 – 4 years’ experience in the CUSS/CUTE domain, on a Site Admin role capacity and responsibility.
• Experience working in the Airport would be an added advantage.
• Knowledge and understanding in one or several of the following domains:

SITA Airport Connect 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
• Installation and configuration of end-user applications and software.
• Ability to analyze, draw conclusions, and create solutions to customers’ complex problems.
• Ability to build relationships with peers and management levels both with clients and the company management
• Excellent written and verbal communication skills as there will be a high number amount of communication messages, incident reviews, change reviews and interlock calls with our customers.
• Excellent and proven knowledge of MS Windows Server Architecture (Active Directory Services, Clustering Services, DFS Management, Powershell scripting)
• Knowledge of the 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 Airport Connect CUTE/CUSS platform or equivalent

• Knowledge of ITIL, IT, and network components and principles
• Demonstrated maturity in handling complex customer issues and demanding customers
• Ability to organize the activity of a team and to take ownership of issues until resolution
• Applications Support
• Info Gathering & Processing
• Service Infrastructure/Platforms
• Service Management Process
• Technical Communication
• Product/Solution Knowledge
• Adhering to Principles & Values
• Creating & Innovating
• Customer Focus
• Results Orientation
• Teamwork
• Communication
• Impact & Influence
• Leading Execution
• Diploma/Bachelor Degree in Computer Science, Electronic Engineering or equivalent
• Microsoft Certified Solution Associate : Windows Server (minimum 2008)
• Microsoft Certified System Engineer : Windows Server 2003
• ITIL Foundation v4 Certification

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
SITA is the world’s leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.

We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?

For your security, during a SITA hiring process:

• never respond to an email asking for a payment, your credit card number or a copy of your bank details;
• always check the sender’s address before opening the message. For SITA, the address must be equal to “givenname.surname@sita.aero”. Otherwise, it is a fraudulent message;
• all open positions are published on SITA official website and we encourage candidates to apply through it directly.

In case of issues with uploading your CV or accessing the application system, please contact us @ careers@sita.aero