Expert Service Operations

1 month ago

London, United Kingdom SITA Full time

Expert Service Operations-33666

**Profession**

Service Operations

**Work Location**

Europe-United Kingdom-London

**Schedule**

Full-time

Description

As
**Service Operations Engineer** you will work closely with development teams in an agile manner ensuring Product development is delivered to our Operational Teams in a manageable and seamless way, through testing, implementing and improving working processes and procedures we can ensure that product quality if maintained. Reporting to the Service Owner, you will be part of the Service Excellence Team responsible for performing all Service Operations activities according to
SITA standards and procedures.
We are looking for someone that is forward thinking, has a wide-ranging skill set that covers both Development phases and Operational Support, from automation through to Live operational support and monitoring. A clear understanding, and working knowledge around release management, deployment, infrastructure provisioning and management, systems administration skills and understanding the fundamentals of security best practices is essential for this role.
You will be accountable for providing highest level of Service Operations availability, ensuring Systems and Products are properly configured, maintained, and monitored. Collaborating closely with the Production Support Teams helping manage and assisting those teams to ensure service delivery quality is maintained through a continual feedback loop. Assuring SITA's competitive strength and business growth, maximizing customer satisfaction through our Global Operations Teams by the delivery of first-class support and stable products to SITA customers.
At SITA, we achieve more, together. Are you ready to join us?

**What you will do**
- Provide service and infrastructure 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 & Infrastructure 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
- Report on the monthly performance of the team and provide feedback to the relevant management teams.
- Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties.
- Perform Change Management Configurations Design and Implementation of the supported Product & Systems
- To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance support and direct management.
- 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
- Manage local suppliers in the provision of services for the SITA Service Operations centers and report on services provided to management.
- To provide onsite support to Users during the cutover of the services
- Perform and support knowledge management by continuously identifying new sources of information and documenting them into the Knowledge management systems
- Collect lessons learnt and produce new Knowledge documents to be used for operational excellences
- When/where required be contactable for escalations and support on and on-call standby basis.
- Provide service and infrastructure 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 & Infrastructure 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
- Report o

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