System Application Engineer

Job Responsibilities:

• To lead and ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.
• Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
• Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
• 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
• Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
• 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/Bachelor Degree in Computer Science, Electronic Engineering or equivalent
• Minimum 3 - 5 years experience in the application/system support domain. Must have dealt directly with external customers delivering to SLAs.
• Minimum 2 - 3 years experience in CUSS/CUTE domain, on a Site Admin role capacity and responsibility.
• Experience of working in the Airport would be an added advantage.
• Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction
• Installation and configuration of end user applications and software.
• Ability to analyze, draw conclusions, and create solutions to customer's complex problems.
• Excellent written and verbal communication skills as there will be high number amount of communication messages, incident review, change review and interlock calls with our customer.
• Excellent and proven knowledge in MS Windows Server Architecture (Active Directory Services, Clustering Services, DFS Management, Powershell scripting)
• Knowledge on latest cloud technologies, preferably hands on experience on Azure or AWS.
• Excellent and proven working knowledge in MS SQL Server Database.
• Ability to troubleshoot LAN topologies based on TCP/IP, Firewall and AirportConnect Network setup.
• Product and Service knowledge in several of the following areas at advanced levels
• Airline (Customer) Terminal Emulators
• Knowledge of ITIL, IT and network components and principles
• Microsoft Certified Solution Associate Windows Server (minimum 2008)
• Microsoft Certified System Engineer Windows Server 2003
• ITIL Foundation v4 Certification
• Ability and motivation to work in a team and in rotating shifts