Key Responsibilities

• Handle complex incident management

• Monitor and manage day-to-day service operations to ensure the smooth functioning of systems and processes

• Coordinate with internal teams and external vendors to manage service requests, incidents, problems and ensure adherence to SLAs

• Analyze operational data to identify trends, bottlenecks, and areas for improvement in service processes

• Develop and maintain operational procedures to enhance efficiency and minimize service disruptions

• Collaborate with technical teams to address product-related service issues and recommend improvements

• Conduct root cause analysis for recurring incidents and work with problem management or expert service improvement on findings root cause to implement solutions

• Ensure documentation is up to date for all operational processes, incidents, and service management workflows

• Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency

• When/where required, be contactable for escalations and support, on and on-call standby basis during out-of-date hours.

• Deploy Changes as and when needed or based on business requirement

Experience

Minimum 3 years' experience in application/system support domain. Must have dealt directly with external customers delivering to SLAs.

• Operating System: RHEL 7/8

• Database: Oracle 19c, RAC, DB/HSM Vault, Data Masking, Golden Gate, Active Data Guard

• Minimum 2 - 3 years' experience in ACM domain, where applicable.

• Airline experience and/or ATI know-how