Lead Engineer Field Ops - Johannesburg Airport -
SITAONAIR
South Africa
9d ago

ABOUT US

Welcome to SITA... We lead one of the most excitingand advanced industries on earth. Around theworld, nearly every passenger flight relies on SITA technology, almost everyairport and airline do business with us, and it’s our job to support theiroperations.

As the world's leading air transport IT and communicationsspecialist, we’re committed to meeting the demands of the air transportindustry around the clock, every day.

Our Vision : Easy air travel every step of the way

WHY SHOULD YOU BE INTERESTED?

With us there are no limits for people looking toexplore the edges of possibility and beyond. Together, we Go.Far.

Challenge : Our people take on some of the biggest challenges in our industry.They aren't afraid to think bigger, work harder and deliver smartersolutions that are continuously transforming air travel.

Opportunity : Taking on these challenges opens up a world ofopportunities for our people. We make sure they have the chance to developtheir skills, explore new horizons and grow their careers on a global scale.

At SITA we believe that creating and nurturing an inclusiveculture is about who we are as an organisation, and as an employer.

Diversityis more than a target to us, it’s a key part out of our collective identity andvalues.

THE ROLE

You will be adding to the success of SITA by Providing field operations support tointernal and external customers in accordance with the terms of the customercontract and Service Level Agreements (SLAs).

  • To ensure the correct functioning and maintenance of all internal andexternal customer IT equipment and services.
  • When required act as the customer SPOC and co-ordinate the scheduling of theonsite intervention with Customer's internal resolver groups local FieldOperations resources and the Service Desk ensuring the highest level ofcustomer services and communications are maintained to resolve the fault andincident within the prescribed SLA.
  • Carry out local repairs of faulty equipment and services to the higheststandards and co-ordinate the resolution with the appropriate resolver group.
  • Ensure shortest possible repair cycle by initiating the timely return of faultySITA and Customer equipment according to the customer maintenance contract andSLAs and monitoring closely the replacement of faulty items and spares.
  • Manage the replacement of faulty equipment through the use of spares andensuring the timely replenishment the spare according to prescribedavailability and sparing policy.
  • Carry out site surveys for new customer premises for preparation for newproduct and services installation under the guidance of senior team members.
  • Adhere to installation guidelines and industry best practices in order todeliver quality Field Operations.
  • Use the appropriate tools and equipment to perform the installationintervention and repairs in accordance with the Field Operations guidelines andinstructions where provided.
  • Reporting and escalating all observed problems to proper SITA operationalescalation points.
  • Carry out preventive maintenance of equipment in accordance with agreedschedules and to manufacturer specifications.
  • Report on the monthly performance of the workshop and provide feedback to theGlobal Operations regional management teams.
  • To ensure the field services team adheres to the highest working standardsfor all interventions and repair targets by providing guidance support anddirect management.
  • Manage the first line responsibility and budgets for the local maintenancefacility field operations service provided and escalations.
  • Perform tests on hardware and software components and be responsible for theco-ordination of local acceptance testing with Customers and 3rd parties.
  • Manage local suppliers in the provision of services for the SITA FieldOperations centre and report on services provided to management.
  • Supervise staff and ensure adequate training and development is provided tothem and carry out annual reviews and input into performance appraisal process.
  • Ensure day-to-day supervision of activities of a group of individuals byproviding appropriate personal support to enable co-
  • workers to function totheir operational potential.

  • Confirm and prioritize day-to-day tasks as and when needed.
  • Coach fellow co-workers on operational issues relying on strong workingknowledge of the activities in the group.
  • In consultation with the line manager support and report on the adherence tolocal standard policies and procedures (absence tracking sick leave overtimeconfidentiality).
  • Ensure that all staff completes their AVMA Daily Diary accurately and ontime.
  • Ensure that all staff provide the required Field Service incident and changedata and that it is recorded in the correct fields in the SITA Service Hubrecords for all assigned Incidents & Change Orders.
  • Providefield operations support to internal and external customers in accordance withthe terms of the customer contract and Service Level Agreements (SLAs).

  • To ensure the correct functioning and maintenance of all internal andexternal customer IT equipment and services.
  • When required act as the customer SPOC and co-ordinate the scheduling of theonsite intervention with Customer's internal resolver groups local FieldOperations resources and the Service Desk ensuring the highest level ofcustomer services and communications are maintained to resolve the fault andincident within the prescribed SLA.
  • Carry out local repairs of faulty equipment and services to the higheststandards and co-ordinate the resolution with the appropriate resolver group.
  • Ensure shortest possible repair cycle by initiating the timely return offaulty SITA and Customer equipment according to the customer maintenancecontract and SLAs and monitoring closely the replacement of faulty items andspares.
  • Manage the replacement of faulty equipment through the use of spares andensuring the timely replenishment the spare according to prescribed availabilityand sparing policy.
  • Carry out site surveys for new customer premises for preparation for newproduct and services installation under the guidance of senior team members.
  • Adhere to installation guidelines and industry best practices in order todeliver quality Field Operations.
  • Use the appropriate tools and equipment to perform the installationintervention and repairs in accordance with the Field Operations guidelines andinstructions where provided.
  • Reporting and escalating all observed problems to proper SITA operationalescalation points.
  • Carry out preventive maintenance of equipment in accordance with agreedschedules and to manufacturer specifications.
  • Report on the monthly performance of the workshop and provide feedback to theGlobal Operations regional management teams.
  • Qualifications

    EXPERIENCE, KNOWLEDGE & SKILLS

  • Do you have a bachelor’s degree in Engineering?
  • Do you have Hands on experience in LAN, WAN, Networking?
  • Do you have onsite support activities and repairs of PCsPrinters and
  • LAN / WAN equipment?

  • Are you ITIL / CCNA / CCNP certified (Intermediate / Expert level)?
  • Do you have experience in Network, server, Airport / Airline
  • environment?

  • Do you have experience in ITSM processes and tools forincident
  • service request change and problem management?

  • Have you dealt directly with external customers delivering to SLAs?
  • Do you have experience of managing a team in supervisory or
  • management role?

  • Do you have Extensive experience of working at Customer locations?
  • If the answer to most of the thingsabove is Yes’, then you are the

    best Candidate for this role.

    Job Posting

    Oct 12, 2018, 10 : 15 : 54 AM

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