Job Description:ATC is a group of people responsible for monitoring and supporting AirSOA environment and the applications running on it. AirSOA is a “platform” that provides a wide range of services, which enable several applications to create high value for the customer of the transportation industry.The platform requires 7x24 support for the HW & VMs, the software (SW), and incident response. The main roles are the following:Monitoring Server HealthMonitoring running ApplicationsProblem EscalationOutage NotificationTroubleshooting for most common errorsChange MgmtIncident MgmtKey responsibilities include:Establishing and maintaining a constructive relationship between the service provider and the customer based on understanding the customer and their business driversIdentifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided.Establishing and articulating business requirements for new services or changes to existing services.Ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents.Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs.Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets.Usage of the monitoring toolsEnsuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence.Ensuring that service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions progressed.Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers.Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually.Managing customer complaints including their recording, management, escalation (where necessary) and resolution.Measuring, recording, analyzing and improving customer satisfaction required to effectively support the assigned client.Qualifications and Education RequirementsBachelor’s Degree in Computer Science, Information Systems, or equivalent is desirable.Good working knowledge of MS word, Excel, Visio and PowerPoint.ITIL Foundation Certificate v3 is a plus.5+ years of overall experience working as Incident and problem managementAdvanced troubleshooting skillsAbility to accurately perform RCA on resolved incidents and problemsBe able to perform 100% of Key responsibilities.Ability to increase proficiency to 95% within 12 months with some guidance from senior team members.Ability to mentor Junior team members.Excellent command of English is crucial. Good verbal and written skills.
