Specialist, Service Operations

3 weeks ago

Montréal, Canada SITA Full time

Specialist, Service Operations-37068

**Profession**

Service Operations

**Work Location**

Americas-Canada-MONTREAL

**Schedule**

Full-time

Description

As a Specialist/ Service Operations, your role will be to assure SITA's competitive strength and business growth globally; to perform all Service Operations activities according to SITA standards and procedures; maximizing customer satisfaction by the delivery of first-class support activities and integrating well in a multicultural, fast paced, international organization.

**_What you will do:_**
- 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
- 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
- Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations
- 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
- Continuously identify and document lessons learnt known errors and operational knowledge for improved services
- When/where required perform assigned tasks on 13 x 7 shifts basis.

**Qualifications**:
**_
Who you are:_**
- Minimum Diploma or Bachelor's degree in Computer Science or any other related industry is required
- Minimum 2 - 3 years’ experience in Microsoft Server/Client management
- VMWARE environment knowledge is desirable
- ITIL Foundation Certificate
- 2+ years of systems integration on Microsoft and VMWare technologies
- 2+ years of dealing with customers and our obligations to meet SLA
- Experience of working in Airline/Airport industry will be asset.
- Commitment to excellence: Have passion for succeeding in assigned tasks and to produce work of the highest quality even under pressure. Is responsible and can be relied upon.
- Communication: Communicate effectively verbally, in writing or via presentation by putting information accurately, concisely and in a timely manner.
- Customer Orientation: Is focused on what is best for the customer, always lets customers’ needs, drive actions and decisions.
- Experience of working within an international, multi-cultural organization and with customers based on mutual respect, trust and professional competence.
- Independent: Able to work under mínimal supervision by demonstrating an organizational perspective.
- Self-Learning: Actively works to continuously improve and grow, able work on own initiative.
- Teamwork: Demonstrates a strong desire to see the team achieve its agreed goals.
- Ability and motivation to work in a team and in rotating shifts.
- Ability to organize the activity of a team and to take ownership of issues until resolution.

**_What we offer:_**
SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.
And we offer all the good stuff you’d expect like holidays, bonuses, flexible benefits, medical policy, pension plan and access to world-class learning.

**_Welcome to SITA:_**
We design, build and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?

**#LI-SITA-JG2**

**Job Posting**

Feb 15, 2023, 4:17:50 PM

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