Lead Analyst Service Performance

hace 2 meses

Barcelona, España Sita - Société Internationale De Télécommunications A tiempo completo

.OverviewWELCOME TO SITAWe'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.ABOUT THE ROLE & TEAMJoin our team as a Lead Analyst Service Performance, a pivotal role newly introduced to SITA Aircraft's business unit. We're seeking individuals with a keen eye for data analysis, a knack for process optimization, and exceptional communication skills to spearhead the development of new ways of working and foster collaborative methods.As a Lead Analyst Service Performance, your primary focus is ensuring consistent delivery of services to meet Product Specifications and driving continuous improvement initiatives. You'll collaborate closely with internal stakeholders and partners for the services under your responsibility. As the expert within Service Operations, you will monitor performance, collect and analyze data, and develop and implement service improvement plans.You will oversee products such as SITA Mission Watch, SITA OptiFlight and SITA ATC network.SITA Mission Watch is a flight tracking tool that delivers best-in-class weather visualization from multiple sources and empowers dispatchers with confidence and peace of mind in their flight operations and planning.SITA OptiFlight is a comprehensive suite of solutions using flight data and machine learning to determine the most fuel saving scenarios for all phases of a flight.SITA ATC Network. Our aircraft communications infrastructure leads the world, embracing the technologies, standards and protocols needed for ANSPs in every corner of the globe. Our infrastructure offers access to a wide variety of media.WHAT YOU'LL DODevelop and track key performance indicators (KPIs) required to measure the product/service performance.Monitor KPIs daily, analyzing data at various intervals to identify trends and issues.Lead investigations and problem-solving efforts to address issues impacting KPIs.Recommend and implement improvements to exceed service level objectives (SLOs).Develop and manage service improvement plans.Run problem management to meet target KPIsCollaborate with cross-functional teams (Product, Engineering and Operations teams) to ensure that the defined support models meet service level expectations.Provide regular performance reports to internal and external stakeholders.Support service transition processes and update knowledge base articles.Demonstrate a strong commitment to achieving company goals under pressure

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