Service Operations Specialist

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 When/where required, be contactable for escalations and support, on and on-call standby basis during out-of-date hours.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