This position will focuson SITA bag drop solutions,(Scan&Fly, Drop&Fly, Tag&Fly) We are looking for a Supportspecialist dedicated to the continuous 3rd & 4th level support of theinstalled systems.
This means handlingsupport requests (external and internal), reporting to the development teams,analysing issues, handling RMA, acting as support expert of the solution to thelocal field service teams, update software, and providing guidance.
We are seeking an energetic colleague with a proactive and flexible attitude.You communicate in a pleasant and effective manner with our customers andcolleagues.
Helping others is in your nature!
Provide ServiceOperations support to internal and external customers in accordance with theterms of the customer contract and Service Level Agreements (SLAs)
Ensure the correct functioning and maintenance of all internal and externalsystems and products serviced by Service Operations
When required act as the customer SPOC and co-ordinate the scheduling ofintervention with Customer's internal resolver groups and the Service Deskensuring the highest level of customer services and communications aremaintained to resolve the fault and incident within the prescribed SLA.
Ensure shortest restoral times possible initiating the timely escalations tospecialized resolver groups inside and outside SITA according to the customercontracts SLAs and monitoring requirements
Manage the replacement of faulty equipment through the use of spares andensuring the timely replenishment the spare according to prescribedavailability and sparing policy.
Report and escalate to the next level those problems which cannot be fixed
Carry out preventive and proactive maintenance of equipment and monitoring ofsystems and services in accordance with agreed schedules and customerexpectations
Perform Change Management Configurations Design and Implementation of thesupported Product & Systems
Manage local suppliers in the provision of services for the SITA ServiceOperations centers and report on services provided to management.
Conducts the analysis definition documentation and testing of application& systems enhancements
When / where required perform assigned tasks on 24 x 7 shifts basis.
IT / PC knowledge
Networking / hardware fundamentals highly desirable
IT related degree desirable or equivalent experience
Ability to work very well in a team