EXEQSERVE HR SOLUTIONS

CLIENT PROFILE: Our client is a rapidly expanding IT company that provides customized solutions to the airline industry. They specialize in leading-edge Internet Booking Engine (IBE) technology.

From their global offices strategically located in London, Sydney, Buenos Aires, Macau, and Manila, they offer their clients a unique set of products and services aimed at helping airlines maximize their online distribution potential.

Objective of Role:

The primary objective of this position is to manage a 24/7 support environment to ensure high availability of production IBE products for all airlines. Manage and provide infrastructure to enable internal clients to conduct their jobs.

Responsibilities:

• 1st Level of Escalation on production issues
• Incident reporting
• Monitor Support Activity including:
o Jira issues to ensure appropriate and timely response handling
o Compliance to External and Internal KPI’s
o Delivery of reports :– Ad-hoc and Regular
o Service availability monitoring
o Support e-mails to ensure appropriate and timely response handling

• Adherence of support staff to processes
• Reports – Client and Management
• Infrastructure Management – Client and Internal including hardware purchase and management .
• Software and SSL Certificates
• Incident Management
• Problem Management – recurring issues not resolved
• Release Management
• Work with the management and staff to improve work systems and procedures in order to grow the business in a controlled, professional and stable environment.
• Expound global thinking and encourage same mindset with all staff.

Ownership:
• Support Team
• Severity 1 and 2 issues
• Incident Reporting
• Management reporting
• Ongoing Team Dev elopement – training etc
• JIRA Issue management
• Support Processes – review and revise as appropriate
• Scheduling of staff
• JIRA INF issues
• SSL Certificates


Key Performance Indicators:

1. Production System Up Time – Average across all airlines equal to or above SLA’s:
Measured by
Use Site Confidence – Or as reported by agreed monitoring system used by clients
Contribution to KPI 100% team

2. Number of JIRA Issues Raised and either not acknowledged to within 2 hours or not investigated within 24 hrs. <5%
Measured by
Less than 5% as reported on Jira
Contribution to KPI 50% team & 50% individual.

3. Production Configuration requests not resolved within SLA
Measured by
Less than 5% as reported on Jira
Contribution to KPI 100% team

4. Failure to achieve internal KPI’s on INF and internal e-mails.
Measured by
Less than 5% as reported on Jira
Contribution to KPI 50% team & 50% individual

Send resumes to acldapa@exeqserve.com