Skills and Qualifications

The Candidate is responsible to provide 24/7 first line of support for the new systems in respect to Service support KPIs (FTF, NPS, SLA for incident and Request)  , Operation Center engineer will be responsible to Monitor the New Special systems to proactively report /resolve the technical issues and manage critical alerts to maintain the  system availability. Operation Center engineer will facilitate all Incident Management activities that include the communication with ES Technical Help desk and stakeholders, Escalation, Monitor SLA’s and OLA’s performance and take responsibilities for escalation whenever needed. The Operation Center engineer will be responsible to validate and provision standard service request related to the new systems in addition to that L1 Engineer will act as Major Incident Coordinator to coordinate all MI activities.

• Degree Level or Minimum Bachelor’s Degree Holder in Computer Science or Computer Engineering field or equivalent field.
• ITIL V3 Service Operation Qualification are required.
• Networking, Radio, telephony and application technologies
• Knowledge of the Aviation industry and aviation solution is preferable but not mandatory
• Knowledge of IT infrastructure Operation and Application Support
• Knowledge of Network Connectivity (LAN / WAN) Win2010 , Active Directory DHCP, DNS and other Microsoft BackOffice products
• Knowledge of hardware and software repairing (Desktops,Laptops, Telephony, Tetra Radio, FIDS etc)
• Implementing IT Service Desk tools in Enterprise is Mandatory
• Infrastructure monitoring and management tools such as HP NNMi,Operation Bridge,etc.

Roles and Responsibilities

• The Jobholder should have 3 to 5 years’ experience as service desk engineer in process driven, customer centric industries.
• They should be experienced in performing Service Desk activities and managing ITIL V3 Service Operation processes and tools in the Enterprise
• They should have good experience in providing great customer service and technical support for different Infrastructure and Application Services.