أخصائي مساعد عمليات الخدمة

SITA

Provide support to internal and external customers in accordance with departmental procedures and/or the terms of the customer contract or Service Level Agreements (SLAs). May act as co-ordinate application troubleshooting with customers and/or internal resolver groups ensuring the highest level of customer service is maintained to resolve the incident within the prescribed SLA when required.

Ensure business application systems are developed and maintained.

Adhere to installation guidelines application documentation and industry best practices in order to deliver quality service.

Collaborate with customers to understand documents and resolve problems to moderate complexity within the designated application.

Manage incident queues and lead on problem resolution and escalation.

Manage application configuration and upgrades, problem analysis and resolution for complex application problems, engaging vendors and Dev teams as required.

Assist with acceptance testing as related to customer or third-party service provider acceptance criteria.

System configuration, scripting, and user admin according to application needs.

Collaborate inter-departmentally with Senior or Lead Analysts and/or Software Development personnel to identify the root cause of application problems and provide possible workarounds or resolution details to customers.

Ensure established Service Management processes and procedures are understood and followed to the highest standards and coordinate problem resolution with the appropriate resolver groups.

Ensure compliance with information security policy for inscape applications.

Qualifications

EXPERIENCE

Bachelor's degree in Computer or Telecommunication Eng, IT or Computer science preferred.

Minimum 2 years experience in a customer service function preferably in systems application support or delivery.

KNOWLEDGE & SKILLS

Bachelor s degree in computer or Telecommunication Eng, IT or Computer science preferred.

Minimum 2 years experience in a customer service function preferably in systems application support or delivery.

Ability to work on different shifts 24/7.

Strong troubleshooting and problem-solving skills with the ability to think analytically and logically.

Systems Administration experience and familiar with Windows Server, Linux, SQL Server, IIS, and Cluster Services.

Previous Experience communicating professionally with customers at all levels.

Good Knowledge and ability to install configure and maintain system software, including Microsoft/Linux.

Good Knowledge and experience with docker and containers.

Ability to use Dataset, SQL, and stored procedures independently.

Good knowledge and understanding of standard software development principles, theories, concepts, and techniques.

Preferably to have knowledge in Web APIs, including RESTful APIs, and Postman is a plus.

Queuing systems, such as: MSMQ, RabbitMQ clusters and IBM MQ used by internal applications.

Knowledge in ITIL is a plus.

PROFESSION COMPETENCIES

Info Gathering&Processing Service Infrastruct/Platforms

CORE COMPETENCIES

Adhering to Principles & Values Communication Creating & Innovating Impact & Influence Leading Execution Results Orientation Teamwork