- To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.

- Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems

- Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations - Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided

- Report and escalate to the next level those problems which cannot be fixed - Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations

- Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems - Manage local suppliers in the provision of services for the Client Service Operations centres and report on services provided to management.

- Conducts the analysis, definition, documentation and testing of application & systems enhancements - To provide onsite support to Users during the cutover of the services - Continuously identify and document lessons learnt, known errors and operational knowledge for improved services

- When/where required, be contactable for escalations and support, on and on-call standby basis - When/where required, perform assigned tasks on 24 x 7 shifts basis.Diploma / Certificate in Computer Science, Electronic Engineering or equivalent Telecommunications in-country qualification.

- Applicable vendor / technology entry level certification or equivalent work experience, in particular: MCSA, MCTS, CCNA, Linux/Oracle entry level, AIX Specialist

- ITIL Foundation CertificateMinimum 2 - 3 years experience in the network, and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs. - Minimum 2 - 3 years experience in ACM domain, where applicable.

- Experience of working in the Airport / Airline industry.Knowledge and understanding in one or several of the following domains: Network protocols and services, System and Applications - Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction - Ability and motivation to work in a team and in rotating shifts

- Installation and configuration of end user applications and software.

- Ability to analyze, draw conclusions, and create solutions to customer's complex problems - Knowledge and ability to install and repair Desktop PCs, Office Printers, ATI Printers, Switches, Routers, Hubs, IP Phones, Servers, WAN connectivity equipment (Modems, ISDN), and Cabling - to component level

- Ability to build relationships with peer and management levels both with clients and the company management

- Knowledge and ability to install configure and maintain operating system software including Microsoft/Linux/Unix.

- Ability to troubleshoot LAN topologies based on TCP/IP, IPX/SPX, and NetBIOS networks using basic commands such as PING and TRACEROUTE.

- Carry out configuration tasks on Cisco LAN switches and routers (assign IP address, shut down interfaces, other interface level configuration)

- Product and Service knowledge in several of the following areas at intermediary and advanced levels:

- Airport Services

- Desktop services

- Network Services

- Customer specific services and solutions (for dedicated support)

- Knowledge of ITIL, IT and network components and principles

- Demonstrated maturity in handling complex customer issues and demanding customers

- Ability to organize the activity of a team and to take ownership of issues until resolution