SITA - Service Support Architect - ITIL

About the job : WELCOME TO SITA

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

PURPOSE :

Defines the support models for standard and non-standard services. Works to ensure that support models stay standard that standards are improved and non-standard support models are driven to become standard. When bids come in the standard support model should be used exceptionally the Service Support Architect defines the non-standard support model. Responsible for ensuring services are ready for operational support by capturing and communicating operational requirements aligning them with business needs. Maintains an up-to-date service catalog and develops the event catalog to trigger necessary events. Creates and maintains automated and manual remediation workflows to resolve alerts. Ensures that the PSO's system architecture meets defined standards and supports business team goals. Works with Performance and Quality teams and Service Operations Experts to collect analytical input and build respective operational and customer experience improvement plans for the portfolio.

Key Responsibilities :

Service Support Architect :

• Define, maintain, and document standard support models for consumption by SGS GEOs.
• Collaborate with stakeholders to gather service requirements and drive the standardization of support offerings.
• Add standard support models to the service catalog and identify non-standard models for potential standardization.
• Agree on SLAs and define models to support them in collaboration with BU and T&E.
• Interface with pre-sales agents within SGS GEOs to advocate for the inclusion of standard support models in bids.
• Design non-standard support models for bids and ensure consistency in post-sales implementation.
• Own the design quality gate entry and exit for new products.
• Ensure the service model aligns with business goals and maintains operational efficiency.
• Work towards automating transition processes to minimize manual effort and improve efficiency.
• Gather and document non-functional requirements from stakeholders for service operations to ensure SGS has the right functionality to support services.
• Engage early and act as a primary contact with the product DevOps team to ensure non-functional requirements are understood and included in the roadmap.
• Create detailed documentation to ensure clarity in communication across functions and align operational processes with business goals and objectives.
• Maintain the service catalog ensuring it is comprehensive, up-to-date, and user-friendly; monitor catalog usage for continuous improvement.
• Collaborate with Customer Success Managers to implement initiatives and execute customer success plans that enhance satisfaction and retention.
• Prepare reports, documentation, and communication materials to provide insights on customer metrics, updates, and product changes.
• Identify and implement opportunities to improve internal processes and workflows while contributing to knowledge management resources like FAQs and training materials.
• Implement data governance policies defined by the Data Owner and ensure adherence to standards.
• Monitor data quality, consistency, and compliance on an ongoing basis.
• Act as a subject matter expert (SME) for data in their area, answering queries and guiding usage.

Qualifications :

Education & Qualifications :

(ref : hirist.tech)