Specialist Service Operations

SITA

Provide Service Operations support to internal and external customers in line with customer contracts and Service Level Agreements (SLAs).

Ensure the correct functioning and maintenance of all internal and external systems and products supported by Service Operations.

Manage incidents and problems to the highest standards, coordinating with appropriate resolver groups for resolution.

Ensure the shortest possible restoration times by initiating timely escalations to specialized resolver groups (internal and external) as per SLA requirements.

Manage faulty equipment replacement using available spares and ensure timely replenishment according to sparing policies.

Guide and support the Service Operations team to maintain the highest standards in incident and problem management.

Proactively detect service and infrastructure issues, conduct diagnostics, and take ownership of service requests until full resolution.

Adhere to installation guidelines and industry best practices to ensure quality service delivery.

Use appropriate tools and equipment to perform installations, interventions, and repairs according to Service Operations and Delivery guidelines.

Report and escalate issues that cannot be resolved at the current level.

Perform preventive and proactive maintenance of equipment, systems, and services according to agreed schedules.

Execute Change Management activities, including configuration, design, and implementation of supported products and systems.

Manage local suppliers supporting Service Operations centers and report on service performance to management.

Analyze, define, document, and test system and application enhancements.

Provide onsite support during service cutovers when required.

Continuously document lessons learned, known errors, and operational knowledge to improve services.

Be available for escalations and on-call standby support when required.

Perform assigned tasks on a 24/7 shift basis when required.