Network Operations Center Analyst London, England
Job description
Description
As the Network Operations Center (NOC) Analyst you will be responsible for end-to-end availability of infrastructure and services operated by SITA for Aircraft.
Throughout 2022 the NOC analyst role will focus on the flightplanning project with a gradual move into a pure Network Ops environment with the Singapore and Montreal teams.
In the NOC role you will perform technical analysis of system issues and outages as they occur; undertake research to troubleshoot and resolve network/system issues and make timely escalations to higher-level systems administrators and network engineers as warranted.
Reporting to the Manager ESD/Enterprise Service Desk (London), you will be part of a team responsible for monitoring flightplanning systems as well as broader VHF and Datalink/ACARs traffic; you will conduct initial investigations of issues and escalate them to the appropriate customer product and system issues teams. This is a 24/7 environment with critical uptime requirements.
At SITA, we are meeting the new needs of travel ...today! Are you ready to join us?
What You Will Do
Act as point of contact for customers, partners and internal teams and co-ordinate application troubleshooting with customers and/or internal resolver groups.
Provide support for various aircraft operations, flight-planning, and on-board experience Applications and Systems.
Ensure the highest level of customer service is maintained to resolve fault and incidents within prescribed SLAs.
Provide timely response and communications around incidents, outages and performance alerts, and categorize issues for escalation to appropriate technical teams.
Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact.
Conduct the analysis definition documentation and/or testing of application software changes and system enhancements.
Engage in inter-departmental collaboration to identify the root cause of application processing errors. Work to provide possible workarounds or resolution details for the customer.
Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications.
Perform basic systems testing and operational tasks.
Support multiple technical teams in 24 x 7 operational environments with high uptime requirements. Varied shift schedules may include day or evening hours.
Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages.
Document all actions in accordance with standard company policies and procedures, work with internal and external technical and service teams to create and/or update knowledge base articles.
Research and document various mitigation strategies and maintain current and thorough knowledge of customer technologies and their significance to customer operations.
Who You Are
A minimum of 5 years’ experience in a customer service or network operations role; some previous experience in an airline operations environment is preferred.
You will have a strong customer service focus with the ability to communicate effectively with highly technical teams.
You enjoy analyzing, drawing conclusions, and creating solutions to customers' service impacting issues.
Able to build and maintain relationships with internal teams and management, and externally with clients and the company management.
You have a passion for succeeding in assigned tasks and for producing work of the highest quality and are able to prioritize that work under pressure
Demonstrate a strong desire to see the team achieve its common goals.
Able to support, troubleshoot, analyze, and investigate application software and/or IT systems.
Familiarity with ITIL (ITIL Certification a plus) and service management practices and procedures.
Bachelors/University degree in related field or equivalent work experience required.
Knowledge of complex IT/Network systems and/or application/system support domain
Preferred
Experience in airline operations and product & service knowledge around aircraft communication services environment
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.
Welcome to SITA
SITA is the world’s leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.
We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?
