As Application Support Engineer you will fulfil the roles of Delivery, Training, Professional Services and some aspects of Second Level Support.
You will be accountable for Service management, Incident / Request / Change / Problem management, Managing application deployment, Professional Services / Consultancy and Customer satisfaction.
Reporting to the Manager Application Operations, you will be a part of the SITA FOR AIRCRAFT Customer Services & Operations team.
Are you ready to be part of the future?
What you will do
Work together with the team to plan and ensure that new application releases are promptly deployed to our customers, ensuring our customers benefit from the most up to date release of SITA for Aircraft application
Ensure that defined SLAs are met for the set of customers depending on your team
In case operations or supervision tools report misfunction, you may be part of a resolver group whose task will be to assess the situation, propose temporary work-around in order to restore service, and provide Root Cause Analysis for corrective actions
Coordinate with the Engineering team for the delivery of corrections / updates when needed
Even if a traditional ServiceDesk process is in place, you and your team will be charge of enforcing SLAs, keeping informed your set of customers either directly or via another customer-facing team in case of incident / problem / maintenance outages.
Reports will be provided in any case
Who you are
At least 3 years of professional experience as an Application Support Engineer (preferably in the Airlines or Aviation domain with ACARS / Datalink knowledge)
University degree or equivalent in Telecommunications or Computer Science / IT
Experience of Airline Flight Operations and Products & Service knowledge around aircraft communication services environment
Experience with training, implementation, continuous improvement, ongoing mentorship and definition of best practices
Experience in both cloud and traditional environments services deployment for Microsoft Suite (Microsoft Windows Server, SQL Server, .net)
Excellent interpersonal skills ideally in a customer facing environment : stakeholder engagement, verbal and written communication skills to convey complex and / or detailed information and ability to work successfully with teams across the organization
What we offer
SITA’s workplace is all about diversity : many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers.
SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things : smarter, quicker, easier, for us and our customers and for their customers too.
And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.