Associate Technician Service Operations

Associate Technician Service Operations-37142

**Profession**

Service Operations

**Work Location**

Americas-Colombia-Bogota

**Schedule**

Full-time

Description

Associate Technician Service Operations

As an Associate Technician Service Operations, you will 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. You will provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained.

You will be a part of the SITA Global Services located in El Dorado International Airport.

At SITA, we achieve more, together. Are you ready to join us?

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.
- Manage the replacement of faulty equipment through the use of spares and ensuring the timely replenishment the spare according to prescribed availability and sparing policy.
- 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.
- 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 resolved.
- Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations.
- Perform recurrent and proactive Health Check list to the supported services
- Perform Change Management Configurations Design and Implementation of the supported Product & Systems.
- Liaise with local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.
- To document resolutions of problems.
- To provide onsite support to Users during the cutover of the services.
- Continuously identify and document lessons learnt known errors and operational knowledge for improved services.
- When/where required perform assigned tasks on 24 x 7 shifts basis.
- Provide call out services where required.

**Qualifications**:
Who you are
- Knowledge and understanding of Network protocols.
- Customer Service proactiveness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction.
- Ability and motivation to work in a team and in rotating shifts.
- Applications
- Interfaces/ Microsoft MSMQ/ RabbitMQ
- Data base management
- SQL
- Ability to analyze draw conclusions and create solutions to customer's moderately complex problems.
- Ability to build relationships with peer and management levels both with clients and the company management.
- Exposure to ITIL and to IT and network components and principles is highly desirable.

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, bonus, 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 transpor