Job Description

Essential Functions (Job Duties and Responsibilities):

• 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.

Required Education and Experience:

• Bachelor's degree in relevant study (logistics, IT, industrial or computer engineering)
• Affinity with intralogistics and operational environments, preferably a background in automated handling systems, the capital goods industry and/or system integration business (warehouses, logistics, airports baggage handling systems).
• Experienced in managing 24/7 mission critical systems in complex IT environments.
• No Minimum relevant work experience
• Excellent communication skills, experience working in a customer service role.
• Willingness and ability to work an ongoing shift schedule of 8-hour shifts covering 24/7 operations.
• Team player, adaptable and willing to broaden skills outside core skillset.
• Experience in database management (preferably oracle/weblogic)
• Knowledge of operation systems (windows, linux, unix)
• Willing to travel occasionally internationally

Other Requirements:

Must be able to attain and sustain an Airport I.D. Badge

Preferred Qualifications:

• Bachelor's Degree in Operations or Engineering preferred
• Airport and Warehouse Operations experience
• Conveyor services or material handling services experience

Knowledge-Skills-Abilities (Competencies):

• exceptional communication skills and customer service orientation.
• ability to work under pressure on mission critical systems.
• Good knowledge of IT infrastructure (i.e. network: technology/protocol, hardware: server/client)
• Good knowledge of baggage operational processes and high-level controls applications
• Strong analytical and problem-solving capabilities.
• Good knowledge of complex electromechanical systems
• Experience in manipulation and extracting of log files and information from several sources.
• Good understanding of underlying technologies hosting applications, databases, application servers, web servers, client installations.
• ITIL foundation v3 or v4 certification a plus.

Eager to learn and able to work independently, entrepreneurial approach, coupled with the ability to take initiative and make decisions under pressure.

Position Type/Expected Hours of Work:

This is a full-time position. Schedule is driven by the needs of the operation. May be required to work nights and weekends.

Travel:

This position requires 20% of travel occasionally (specifically a trip within the first months to Canada). Needs to have a passport

Supervisory Responsibility:

This position has no supervisory responsibilities.

Work Environment and Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Alternative or combined skills in understanding, counseling, and/or influencing people are important in achieving job objectives, causing action, understanding others, or changing behavior; and, skills of persuasiveness or assertiveness, as well as sensitivity to the point of view of others.

While performing the duties of this job, the employee is frequently exposed the baggage handling system, mechanical parts and vibration. The noise level in the work environment and job sites can be loud.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.