Service Operations Specialist
hace 4 semanas
About SITA
SITA is a leading provider of technology and communication solutions to the air transport industry. Our innovative solutions enable airlines, airports, and other transportation companies to operate efficiently and effectively.
About the Role
We are seeking a highly skilled Service Operations Specialist to join our team in Switzerland. As a Service Operations Specialist, you will play a critical role in delivering top-quality technical service operations to our customers.
Key Responsibilities
- Customer Support: Provide technical support to internal and external customers based on contracts and service level agreements (SLAs).
- System Maintenance: Ensure the proper functioning and maintenance of systems and products under SITA's contracts.
- Single Point of Contact (SPOC): Act as the SPOC for customers, coordinating with resolver groups and Service Desks to maintain high service levels.
- Incident and Problem Management: Manage and resolve incidents and problems, coordinating with resolver groups for quick resolution.
- Escalation and Restoral: Ensure shortest restoral times by escalating issues to specialized resolver groups per SLAs.
- Equipment Replacement: Oversee faulty equipment replacement and manage timely replenishment of spares.
- Team Guidance: Provide guidance and direct management to ensure high standards within the Service Operations team.
- Proactive Problem Detection: Detect and diagnose service and infrastructure problems, taking ownership of service requests.
- Adherence to Guidelines: Follow installation guidelines and industry best practices to deliver quality service.
- Maintenance and Reporting: Perform preventive maintenance, manage local suppliers, document lessons learned, and known errors for service improvement.
Requirements
- Strong technical skills and experience in service operations.
- Excellent communication and problem-solving skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team.
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