Manager Service Operations

at  SITA

EXPERIENCE

• Minimum 3 - 7 years of experience in the Open Systems Infrastructure / System support domain.
• Must have dealt directly with Internal/external customers delivering to SLAs.
• Minimum 2 - 5 years of experience in Server Management and Support
• Minimum 2 - 5 years of experience in Virtualization
• Strong work experience in Cloud & Virtualization concepts (IaaS / DaaS / PaaS / SaaS)

KNOWLEDGE & SKILLS

• Knowledge and understanding in one or several of the following domains:
• Installation and configuration of end user applications and software.
• Ability to analyze draw conclusions and create solutions to customer’s complex problems
• Knowledge and ability to solve complex issues in Servers and Virtualization
• Ability to build relationships with peer and management levels both with clients and the company management
• Knowledge and ability to install configure and maintain operating systems including Windows / Linux / Unix.
• Expertise in Citrix DaaS products and its sub products are highly desirable (Citrix Xen Desktop, XenAppServer, Netscaler)
• Ability to trouble-shoot end to end on complex Cloud end user issues
• Thorough understanding of ITIL processes
• Well versed in IT, Network components and principles
• Demonstrated maturity in handling complex customer issues and demanding customers
• Ability to organize the activity of a team and to take ownership of issues until resolution
• Ability to troubleshoot LAN topologies based on TCP/IP
• Knowledge and hands-on experience managing/administering Public Cloud (AWS, Azure, Google Cloud)
• Good understanding of Container orchestration (Docker, Kubernetes)
• Knowledge on Message Queuing products would be an added advantage (IBM MQ/Rabbit MQ)
• Exposure to any of the DB Administration (MS-SQL, MySQL, MongoDB, MariaDB, Cassandra)

EDUCATION & QUALIFICATIONS

• Diploma / Degree in Computer Science, Electronics Engineering or any other equivalent in-country qualification.
• Applicable vendor / technology intermediate level certification or equivalent work experience in particular: MCSE, MCTS, RHCE/RHCSA/Linux, Oracle DB/ MS-SQL / AWS, MS-Azure
• ITIL Foundation Certificate
• Citrix/vmware/ virtualization certifications

PURPOSE

To assure SITA’s competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities. To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. To assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

KEY RESPONSIBILITIES

• Provide Service 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 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
• 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
• Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
• Report and escalate to the next level those problems which cannot be fixed
• Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
• Perform Change Management Configurations Design and Implementation of the supported Product & Systems
• Manage local suppliers in the provision of services for the SITA Service Operations centers and report on services provided to management.
• Conducts the analysis definition documentation and testing of application & systems enhancements
• Continuously identify and document lessons learnt known errors and operational knowledge for improved services