Graduate-German Speaker

SITA

Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and 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'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.

Ensure the shortest possible restoral times possible initiating the timely escalations to specialized resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements.

Proactively detect events related to Service Operations services conduct diagnostics provide service request ownership to ensure resolution of customer faults.

Reporting and escalating all observed incidents to proper SITA operational escalation points.

When/where required perform assigned tasks on 24 x 7 shift basis.

Provide professional support and assistance to SITA customers to understand their issues and open incidents for resolution by the SITA support organization with all the relevant and required information.

Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident causes for referring incidents to the right resolver group.

Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA.

Work closely with all resolver groups including third-party vendors to ensure timely resolution of all incidents.