EXPERIENCE

Minimum 3-5 years’ experience in application/system support domain. Must have dealt directly with external customers delivering to SLAs.

• Operating System: RHEL 7/8
• Database: Oracle 19c, RAC, DB/HSM Vault, Data Masking, GoldenGate, Active Data Guard
• Minimum 2 - 3 years experience in ACM domain, where applicable.
• Airline experience and/or ATI know-how

EDUCATIONAL BACKGROUND

• Degree or equivalent in Computer Science

QUALIFICATIONS

• Electronic Engineering or equivalent Telecommunications in-country degree qualification
• Recognized industry certifications such as RHCSA/RHCE, Oracle certified professional
• ITIL v4 Foundation Certificate

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.n- To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. n- To manage and 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

• Handle complex incident management
• Monitor and manage day-to-day service operations to ensure the smooth functioning of systems and processes
• Coordinate with internal teams and external vendors to manage service requests, incidents, problems and ensure adherence to SLAs
• Analyze operational data to identify trends, bottlenecks, and areas for improvement in service processes
• Develop and maintain operational procedures to enhance efficiency and minimize service disruptions
• Collaborate with technical teams to address product-related service issues and recommend improvements
• Conduct root cause analysis for recurring incidents and work with problem management or expert service improvement on findings root cause to implement solutions
• Ensure documentation is up to date for all operational processes, incidents, and service management workflows
• Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency
• When/where required, be contactable for escalations and support, on and on-call standby basis during out of office hours.
• Deploy Changes as and when needed or based on business requirement
  Qualifications: