20 Dec | Sita - Société Internationale De Télécommunications | Barcelona
30 Nov | Sita - Société Internationale De Télécommunications | Barcelona
WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open.
Our tech and communication innovations are the secret behind the success of the world's air travel industry.
You'll find us at 95% of international hubs.
We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges.
Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork.
Want to be a part of something big?
Are you ready to love your job?
The adventure begins right here, with you, at SITA.
ABOUT THE ROLE & TEAM
Join our team as a Lead Analyst Service Performance, a pivotal role newly introduced to SITA Aircraft's business unit.
We're seeking individuals with a keen eye for data analysis, a knack for process optimization, and exceptional communication skills to spearhead the development of new ways of working and foster collaborative methods.
As a Lead Analyst Service Performance, your primary focus is ensuring consistent delivery of services to meet Product Specifications and driving continuous improvement initiatives.
You'll collaborate closely with internal stakeholders and partners for the services under your responsibility.
As the expert within Service Operations, you will monitor performance, collect and analyze data, and develop and implement service improvement plans.
WHAT YOU'LL DO Develop and track key performance indicators (KPIs) required to measure the product/service performance.Monitor KPIs daily, analyzing data at various intervals to identify trends and issues.Lead investigations and problem-solving efforts to address issues impacting KPIs.Recommend and implement improvements to exceed service level objectives (SLOs).Develop and manage service improvement plans.Run problem management to meet target KPIs.Collaborate with cross-functional teams (Product, Engineering and Operations teams) to ensure that the defined support models meet service level expectations.Provide regular performance reports to internal and external stakeholders.Support service transition processes and update knowledge base articles.Demonstrate a strong commitment to achieving company goals under pressure. ABOUT YOUR SKILLS
5+ years' experience in Service Desk / Network Operations Centre experience in large scale, 24x7x365, mission critical enterprise heterogeneous infrastructure.
2+ years' experience in the network and/or application/system support domain, preferably in a similar position within a Performance Management team.
Bachelor's degree in Technology, Electronics & Telecommunications or Computer Science.
ITIL, networking, and server certifications are preferred, with additional certifications in Microsoft Azure, Kubernetes, Cisco, RedHat, or Lean Six Sigma considered advantageous.
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