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Job Title: Senior Site Administrator

Company Name: SITA Information Networking Computing
Location: Los Angeles, CA
Profession: System Administration

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Job Description:


Purpose


To assure SITA's competitive strength and business growth through the provision of the highest quality technical field services to SITA customers at their premises
To perform all field services activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first class on-site field maintenance and support activities
To manage and assist the field services team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures
Roles performed in the context of Internal Desktop vary slightly in the sense that the main customers are Internal at SITA, specific Airline/Airport experience is not necessary, and that there are no specific billing responsibilities. For the technical competencies, only a high level knowledge of LAN Protocol Troubleshooting, WAN Troubleshooting, and LAN Equipment.


Key Responsibilities


- Full Server Administration of Windows 2003, Unix, Linux & Windows SQL databases (mostly IBM and HP), incl. additional software & hardware installation, administration of necessary Server Software like Backup, SMS software etc. 
- User Administration (creation of profiles, policies, login scripts, user menu, templates, batch scripts etc.), administration of domain network (NDS)
- Installation & administration of network components (active & passive) - CISCO devices (necessary knowledge of network and routing protocols like IP, IPX, NAT, DNS, OSPF, RIP etc.) 
- configuration of multi operating system (XP) workstations, installation, testing and update of SITA software (CUTE, passenger handler, tools like JAVA etc.), building and maintaining workstation images, remote management of workstations 
- Installation & administration of Terminal Emulation, User Software & Gateways or Router configuration to meet customer & site specific requirements. 
- ability & knowledge to troubleshoot of all local installed ADS products like CUTE, airline applications, Bag Manager, APCN, XIS, BRS, APH, Maestro LDCS, LBA, etc.
- Project management, Change Management and superior coordination skills
- Direct providers to install equipment perform other non-standard activities and control the quality of their work
- Supervise, guide, monitor and improve the quality of the services provided by any 3rd party Service providers
- Continuous verifying of knowledge, appearance & customer satisfaction of maintenance provider
- Liaise with the local airlines representatives, host representatives, the airport authorities, handling agents on a regular basis at all levels
- Responsible for problem and incident management, problem rectification, ensuring correct escalation path is followed etc.
- Ensure customer requirements receive full attention 
- To guarantee the highest possible availability of the ADS products platform
- Constant monitoring for improving of our contractual service targets
- Timely installation and/or upgrades of new ADS products, e.g. hardware and software
- Performing monthly reporting of global CUTE performance, Inventory, Software versions and other site specific information
- Generate appropriate reports for Territory Manager, Senior management and Customer
- Responsible for the ensuring that the services are provided in the most cost efficient and productive manner possible.
- Undertaking and managing regular formal service reviews with both customers and SITA technician teams
- Ensuring that Customers remain satisfied with all aspects of delivered service, and that all customer complaints are handled in a timely and effective manner 
- Responsible for overall problem and incident management, including the preparation of action plans for problem rectification, ensuring correct escalation path is followed etc.


Education & Qualifications


- Minimum Degree level qualification in Computer Science, Electronic Engineering or equivalent Telecommunications in country qualification
- MCSA or CCNA Certification in addition to MCP or Networking Certification
- ITIL Foundation Certificate desirable


Experience


- Ten (10) years work experience in the installation, maintenance and troubleshooting experience in the implementation, support of networked Windows workstations on medium to large size Windows and Unix server platforms. 
- Must have dealt directly with external customers delivering to SLAs
- Must have experience of Managing a team in supervisory or management role
- Extensive experience of working at Customer locations
- Extensive experience of working in the Airport / Airline industry


Knowledge & Skills


- Experience with Local / Wide Area Network Protocols, communications, specialized peripheral equipment applications, Cisco Routers / Extreme Equipment, utilization methods and system back-up procedures. 
- Strong written / verbal communications and client relationship skills required. At least four years in the Airport or Airline Industry Technical Field. Shall be proficient in MS Office. Candidate must possess one (1) or more of the following certificates:

1.



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