VIBES Specialist (VSS)
Vanderlande
- Orlando, FL
- Permanent
- Full-time
- 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.
- 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
- Bachelor’s Degree in Operations or Engineering preferred
- Airport and Warehouse Operations experience
- Conveyor services or material handling services experience
- 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.