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.
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:
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- First Shift: 7:00 AM – 3:00 PM
- Second Shift: 3:00 PM – 11:00 PM
- Third Shift: 11:00 PM – 7:00 AM
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- 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.
Behind the scenes
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
Company
About Lufthansa Industry Solutions Sh.p.k.
Lufthansa Industry Solutions is a service provider for IT consulting and systems integration. The Lufthansa subsidiary supports its customers in the digital transformation of their companies. The customer base includes companies within the Lufthansa Group as well as more than 300 companies in various industries. Headquartered in Norderstedt, Germany, the company employs more than 2.400 people at several branches in Germany, Albania, Switzerland and the USA.
www.lhind.al/
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