5. COMMUNICATION, REPORTING AND KNOWLEDGE:

• Deliver clear, concise written and verbal communications to both technical and non-technical audiences.
• Prepare and present incident reports to internal stakeholders.
• Maintain professional relationships with global teams and customers / stakeholders.
• Ensure that customer and product/service documentation is up to date and take appropriate actions to have them updated as required.
• Identify knowledge and documentation gaps and ensure there is a process to get up-to-date information through a knowledge repository.
  Qualifications:

ABOUT THE ROLE & THE TEAM

To assure SITA’s competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Performing all Service Operations activities according to SITA standards and procedures, maximising customer satisfaction by the delivery of first-class support activities.
We are seeking an experienced and proactive IT Network Telecommunication Incident Manager / Co-ordinator to join our dynamic team based on our customers site, Heathrow Airport, one of the world’s busiest airports, to operate and maintain the entire network and telecommunication systems.
The successful candidate as part of their role, will have a key responsibility in managing major incidents, coordinating technical resources, and communicating directly with customers via technical bridges during critical incidents. This position requires exceptional organisational and communication skills, as well as the ability to work effectively under pressure in a 24/7 operational environment. Managing and to assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.