SITA – Société Internationale de Télécommunications – $ 125.000+ – Los Angeles, CA

Purpose

To provide the highest level of service and infrastructure availability, ensuring systems and products are properly configured and maintained by performing all Service & Infrastructure Operations activities according to SITA standards and procedures or customer requirements as needed, maximizing customer satisfaction by the delivery of first class support activities.
To manage the Service & Infrastructure Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures and assure SITA’s competitive strength and business growth through the provision of the highest quality technical Service & Infrastructure Operations to SITA customers.
Remuneration

Salary + Bonus + Benefits
Key Responsibilities

– Organize, lead, motivate and develop a professional team of Service & Infrastructure and Operations staff
– Manage Service & Infrastructure Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
– Manage the correct functioning and maintenance of all internal and external systems and products serviced by Service & Infrastructure Operations
– Act as the customer Single Point of Contact (SPOC), when required, and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained to resolve the fault and incident within the prescribed SLA
– Manage 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 preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customers expectations
– Ensure the Service & Infrastructure Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management
– Manage tests on hardware and software components and be responsible for the co-ordination of acceptance testing with customers and third parties
– Manage change management, configurations, design and implementation of the supported product and systems
– Manage local suppliers in the provision of services for the SITA Service & Infrastructure Operations centres and report on services provided to management
– Manage the analysis, definition, documentation and testing of application and systems enhancements
– Support Bid teams on customized support solutions and costing if/when needed.
Education & Qualifications

– Minimum Degree Minimum Diploma / Certificate in Computer Science, Electronic Engineering, or equivalent Telecommunications in country qualification, applicable vendor / technology expert level certification or equivalent work experience
– ITIL Foundation Certificate
– Six Sigma Awareness
Experience

– Minimum 5 years experience as Team Lead / Manager
– Minimum 5-8 years experience as a Systems Specialist / Engineer / Administrator responsible for support activities and LAN, WAN equipment or Aircom & Messaging (ACM) domain
– Airline experience and/or ATI know-how
Knowledge & Skills

– IT Management
– Knowledge of SITA Portfolio
– Fluent verbal and written communication skills in English language and the local in-country language
– Operating knowledge of Microsoft Office products
– Knowledge and understanding of network and communication protocols
– Ability to support, troubleshoot, analyze and investigate in one or more technology / vendor environment
– Ability to install and configure applications in one or more technology / vendor environment
– Knowledge of ITIL and service management practices and procedures
– Ability to analyze, draw conclusions, and create solutions to customer’s moderately complex problems
– Ability to build relationships with peer and management levels both with clients and the company management
– Ability to work under pressure and multi-task
– Ability to use a team approach to solve problem when appropriate
Core Competencies

Adhering to Principles & Values
Creating & Innovating
Customer Focus
Results Orientation
Teamwork
Communication
Impact & Influence
Leading Execution
Developing Talent
Managing Performance

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