Service Operation Team (SOT)

The Service Operation Team (SOT) is responsible for guaranteeing 24/7 availability for incident management and the smooth operation of technical applications. This team works in a shift operation environment to ensure continuous service delivery and operational excellence. **Tasks** - Provide uninterrupted support and response to incidents. - Operate under a three-shift schedule to maintain constant service availability: - First Shift: 7:00 AM – 3:00 PM - Second Shift: 3:00 PM – 11:00 PM - Third Shift: 11:00 PM – 7:00 AM - Monitor and manage the performance of technical applications to ensure optimal operation. - Perform regular system checks (daily/weekly) on console level. - Analyze incidents and conduct troubleshooting to restore failed IT services as quickly as possible, in compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). - Execute incident-related Standard Operating Procedures (SOPs) and test these SOPs before handing them over to operations. **Requirements** - Very good communication skills - Negotiation, persuasion and influencing skills - Conflict resolution - Problem solving and decision-making - Deep understanding of technical operations and infrastructure. - Proactive mindset with strong communication and de-escalation skills. Customer and team-oriented approach. - In-depth knowledge of operations processes and procedures. - Ability to quickly assess and act on incident data to support rapid resolution - Very good interpersonal, verbal communication and writing skills. - Ability to work in a fast-paced team environment where multi-tasking is common. - Business English Burimi: https://al.linkedin.com/jobs/view/service-operation-team-sot-at-lufthansa-industry-solutions-4403787201

Niveli: mid level