AIRLINE/AIRPORT: The PSM Network position is a key role within the Command Center organisation to support the ever growing Network products and services.Within the Command Center organization this position providing first level support for customers on issues related to network products and services supported in the Command Center.
The primary focus of this role is to provide continuous monitoring and management of network products and services supported in the Command Center to ensure alarm receipt and processing procedures are followed.
The position will identify alarms and perform basic diagnostics of the problem and dispatch it as required to appropriate resolver groups.
Provide Customers with professional, timely and effective proactive surveillance management on SITA provided network products and services support
Carry out proactive fault monitoring and incident management support and co-ordinate the resolution with the appropriate resolver groups
Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups, according to the customer contracts, SLAs and monitoring requirements
Report and escalate all observed problems to proper operational escalation points
Participate in problem resolution and cause analysis
Maintain process, procedures and support documentation of network products and services being supported.
Preferable 1 year experience responsible for technical support activities, LAN, WAN equipment, and/or in the Aircom & Messaging (ACM) domain
Must have dealt directly with external customers delivering to SLAs.
Knowledge & Skills:
Excellent verbal and written communication skills in English
Excellent customer service skills required
Interpersonal skills with the ability to work well with others
Organizational and problem solving skills
Ability to multitask and work under pressure
At least 1 year of experience in network management preferred
Experience or knowledge of HP Openview, InfoVista, EMC SMARTS, Netcool preferred
Knowledge of concepts and the use of network management toolsets
1-2 years experience in a networking oriental Call Center preferred
Some knowledge of data transport technologies, topologies, standards and infrastructure are desirable
Experience using trouble-ticketing and service management systems preferred
Ability to effective at various levels of internal and external customers
Knowledge of Microsoft Office applications
Ability to achieve a high level of customer satisfaction thru their interactions with the customer
Ability to resolve issues and problems, following set practices and procedures.
Education & Qualifications:
Diploma or Degree in Computer Science, Data Communications, Electrical Engineering (or equivalent)
Certification in Cisco/Juniper/Riverbed would be an asset
Knowledge of Airport/Airline Operations would be beneficial
ITIL certification (e.g. Foundation, Change, Incident and Problem management) is preferred.
Duration: 12 months + or full time.
Rate: Please quote expected salary or day rate.
Client will consider freelance or full time employees for this role.