Work with customers and colleagues to guide daily operations using high-level controls software.
Acts as a single point of contact and initial level for all operational issues and customers’ requests
Communicate system disruptions to customers and stakeholders – explain problems, provide solutions, initiate contingency protocols, reschedule flights/bags and reroute in system, collect and log information (ITSM tools and/or CMMS systems),
Initiate incident management ITIL process in case of issues; handle first level incidents, and manage escalation to remote helpdesk
Research system issues by analyzing processes and data, innovate new solutions and prevent future disruptions.
Manage routing and functional escalation to other support teams (f.e. based in Atlanta, Canada or Europe or provide by third party suppliers), including escalation in case of major incidents.
Clearly report to our customer and stakeholders on the status of the system and BHS operations according to the service level agreements with support of the operations manager.
Work with customers and colleagues to guide daily operations using high-level controls system (VIBES)
Resolving hardware and software faults whist minimizing operational disturbances. Set up and maintain back-up and recovery procedures
trial contingency plans on a regular basis with the support of the IT Engineer.
Proactively monitor IT infrastructure and applications.
Support design, testing and implementation of disaster recovery routines and procedures. maintain software to ensure IT and Controls systems operate to full capability
installation of infrastructure and application software releases and patches.