Senior Specialist/Engineer Service Operations

What you will do
• Provide Network 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 serviced by Service Operations
• When required, serve as the customer’s SPOC co-ordinating the incident/changes, scheduling with the customer’s internal resolver groups and the various Service Desk’s, maintaining the highest standards of customer service and communication
• To resolve the incident/change, within the agreed SLA.
• Carry out incident and problem management support 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 and ensuring the timely replenishment the spare according to prescribed availability and sparing policy.
• To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance support and direct management.
• 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
• Support the senior team members in the management reporting and co-ordination of day-day tasks during absence of the Lead Engineer
• 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
• Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.
• Continuously identify and document lessons learnt, known errors and operational knowledge for improvement of services

Qualifications

Experience:

• CCIE (R&S) – Mandatory
• Knowledge in Network Security – mandatory
• Knowledge of Cisco Voice technologies – advantage
• VMware certifications/knowledge – mandatory
• Red Hat certifications/knowledge – advantage
• min 6-10 years’ experience
• Nagios and WhatsUP Gold Monitoring – advantage

WHAT WE OFFER:  
SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:

🏡 Flex Week: Work from home up to 2 days/week (depending on your Team’s needs).
⏰ Flex Day: You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
🌎 Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world!
🌿 Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.

🚀 Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!  
🙌🏽 Competitive benefits Access competitive benefits tailored to the local market and your employment status.
SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.