Support Engineer L2/3, Manchester Airport

Position Overview:

As a Service Operations Support Specialist, you will play a pivotal role in delivering exceptional support to both internal and external customers, ensuring adherence to customer contracts and Service Level Agreements (SLAs). Your responsibilities encompass the correct functioning, maintenance, and resolution of incidents across various systems and products. You will act as the Single Point of Contact (SPOC) for customers, coordinating interventions, and managing fault resolutions within prescribed SLAs.

Key Responsibilities:

1)Incident and Problem Management:

- Execute incident and problem management support at the highest standards.
- Coordinate resolution with appropriate resolver groups, ensuring the shortest restoral times possible.
- Initiate timely escalations to specialized resolver groups within and outside SITA based on customer contracts SLAs.

2)Equipment Maintenance and Replacement:

- Manage the replacement of faulty equipment using spares, ensuring timely replenishment according to availability and sparing policy.

3) Team Management and Standards Adherence:

- Ensure the Service Operations team adheres to the highest working standards for incidents and problems.
- Provide guidance, support, and direct management to maintain service quality.

4)Proactive Problem Detection and Resolution:

- Proactively detect problems related to service and infrastructure operations.
- Conduct diagnostics and take ownership of service requests to ensure timely resolution.

5)Installation and Infrastructure Operations:

- Adhere to installation guidelines and industry best practices for quality service delivery.
- Utilize appropriate tools and equipment for installations, interventions, and repairs following Service Operations and Delivery guidelines.

6)Change Management and Configurations:

- Perform Change Management, Configurations, Design, and Implementation of supported Products & Systems.

7)Supplier Management and Reporting:

- Manage local suppliers providing services to SITA Service Operations centers.
- Report on services provided to management.

8)Analysis, Documentation, and Testing:

- Conduct analysis, definition, documentation, and testing of application & systems enhancements.

9)Onsite Support and Continuous Improvement:

- Provide onsite support during service cutover.
- Continuously identify and document lessons learned, known errors, and operational knowledge for improved services.

10)On-call Support:

- Be contactable for escalations and support on an on-call standby basis.
- Perform assigned tasks on a 24x7 shifts basis when required.

Education & Qualifications:

- Diploma/Certificate in Computer Science or Electronic Engineering.
- Possession of applicable vendor/technology entry-level certifications or equivalent work experience, including but not limited to:

MCSA (Microsoft Certified Solutions Associate)
MCTS (Microsoft Certified Technology Specialist)
CCNA (Cisco Certified Network Associate)
Linux/Oracle entry-level certification
AIX Specialist certification
ITIL Foundation Certificate

Key Responsibilities:

- Provide comprehensive support for network, application, and system-related issues.
- Collaborate with internal teams and external stakeholders to ensure seamless operation within the Airport/Airline industry.
- Troubleshoot and resolve technical problems, ensuring minimal downtime.
- Assist in the implementation and maintenance of network and system solutions.

Skills and Competencies:

- Proficient in system troubleshooting, acting as the main administrator of the servers and installations.
- Strong understanding of Airport/Airline industry operations.
- Good communication and interpersonal skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Detail-oriented with a focus on delivering high-quality results.