Provide Service & Infrastructure Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).
Carry out proactive fault monitoring and incident management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups.
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.
Use the appropriate tools and equipment to perform the installation, intervention, repairs in accordance with the Service & Infrastructure Operations and Delivery guidelines and instructions where provided.
Perform tests on hardware and software components and be responsible for the co-ordination of acceptance testing with customers and third parties.
Perform change management, configurations, design and implementation of the supported products and systems.
Participate in or may lead problem resolution and cause analysis.
Maintain documentation on set of products being supported
Diploma or Degree in Computer Science, Data Communications, Electrical Engineering (or equivalent).
1 to 3 years’ experience of basic troubleshooting of network protocols is a must.
Knowledge and/or experience with operating systems (AIX/Unix/Linux) are a must.
Experience with MQSeries (or other message queuing system) would be an asset.
Experience in customer services / helpdesk environment would be an asset.
ITIL knowledge and/or certification (e.g. Foundation, Change, Incident and Problem management) is preferred.
Knowledge of Airport/Airline Operations would be an asset.
Ability to work in a multicultural and international environment.
Excellent Customer Service Focus (taking ownership to resolve issues and following a discipline of continuous improvement).
Working Hours: Mondays to Fridays; Staggered shift:- (A) 7.30am to 3.30pm; (B) 12.30pm to 8.30pm, with 1 Saturday & Sunday support, every month