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PURPOSE

  • As the Senior Specialist, you will be one of the Technical Leader within Airport Operations team which ensure all our customers’ (Airports, Airlines and their customers) day to day operation running smoothly.
  • Whether it is a passenger check-in via CUTE or CUSS or Web, or the Airlines’ operation itself – you are responsible to keep them happy and satisfied with our services.
  • You are expected to put the customer as the priority and lead the team into creating positive experience and perception towards our client as a service provider. This includes making critical decisions during shift duty hours as required by the Shift Manager on duty.
  • Additionally, you will also be responsible in reviewing technical capacity of the team and provide feedback on development plan and initiative.

KEY RESPONSIBILITIES

  • To lead and ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.
  • 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 our client, according to the customer contracts, SLAs and monitoring requirements
  • 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 fixed
  • Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
  • Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
  • Continuously identify and document lessons learnt, known errors and operational knowledge for improved services
  • When/where required, be contactable for escalations and support, on and on-call standby basis
  • When/where required, perform assigned tasks on 24 x 7 shifts basis.

EXPERIENCE

  • Minimum 3 5 years experience in the application/system support domain.
  • Minimum 2 3 years experience in CUSS/CUTE domain, on a Site Admin role capacity and responsibility.
  • Experience of working in the Airport would be an added advantage.

KNOWLEDGE & SKILLS

Knowledge and understanding in one or several of the following domains:

  • Our client's AirportConnect CUSS, CUTE, OPEN
  • Customer Service, pro-activeness 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
  • Installation and configuration of end user applications and software.
  • Ability to analyze, draw conclusions, and create solutions to customer's complex problems.
  • Ability to build relationships with peer and management levels both with clients and the company management
  • Excellent written and verbal communication skills as there will be high number amount of communication messages , incident review, change review and interlock calls with our customer.
  • Excellent and proven knowledge in MS Windows Server Architecture (Active Directory Services, Clustering Services, DFS Management, Powershell scripting)
  • Excellent and proven working knowledge in MS SQL Server Database.
  • Ability to troubleshoot LAN topologies based on TCP/IP, Firewall and AirportConnect Network setup.

Product and Service knowledge in several of the following areas at advanced levels:

  • Airline (Customer) Terminal Emulators
  • Our client's AirportConnect CUTE/CUSS platform or equivalent
  • Knowledge of ITIL, IT and network components and principles
  • Demonstrated maturity in handling complex customer issues and demanding customers
  • Ability to organize the activity of a team and to take ownership of issues until resolution

PROFESSION COMPETENCIES

  • Applications Support
  • Info Gathering&Processing
  • Service Infrastructure/Platforms
  • Service Management Process
  • Technical Communication
  • Product/Solution Knowledge

 

EDUCATION & QUALIFICATIONS

  • Diploma/Bachelor Degree in Computer Science, Electronic Engineering or equivalent
  • Microsoft Certified Solution Associate : Windows Server 2008/2012
  • Microsoft Certified System Engineer : Windows Server 2003
  • ITIL Foundation v3 Certification

 

Referal Incentive

Applicable

 


General CV submission 


 

Country: Singapore
Employment Type: Full time
Salary: Open