Job Description
At NetLine/Crew we develop, implement and maintain systems helping airlines to optimize their entire crew management processes and thus enabling them to lower operations costs, raise crew productivity and react quickly to operational changes. With an internationally distributed team working mainly from Berlin, Frankfurt and Budapest, we are currently supporting over 40 renowned airlines worldwide.
As a service support manager, we offer you the chance to assume responsibility for the smooth operation of our systems at our customers and the further enhancement of our product NetLine/Crew. Challenging and diverse tasks as well as exciting personal development opportunities within a dynamic industry are waiting for you.
Your responsibilities:
Ensuring smooth operation for the allocated services and customers
Collaborating closely and reaching agreement with Customer Management and Application Operation on operational issues, coordinating operational issues for all units involved
Agreeing upon and coordinating upcoming modifications (such as maintenance changes, deployments, migrations to new infrastructure or software and product versions, etc.) with the customer and colleagues from different units, including clarification of effects on operations
Investigating and optimizing incident management procedures, identifying and implementing improvements in processes, performance and systems in holistic service improvement plans
Providing support in transition projects for the purpose of introducing new services
Making sure that operations documentation is kept up to date and ensuring high-quality technical monitoring
Reviewing outage reports and taking action where necessary
Being involved in developing detailed solutions for customers’ change requests in collaboration with other involved units including costing; coordinating technical implementation/deployment
Your profile
University degree in a relevant area such as Business Informatics or a similar field
3+ years of experience in architecture and operation of complex IT applications
3+ years of experience working for an airline, ideally in crew management, would be a plus
Very good knowledge of airlines’ operative business processes
Very good knowledge and experience in ITIL based Service Management, IT Controlling and continuous operation improvement
Profound knowledge of crew management processes would be an asset
Knowledge in programming and script languages, UNIX/Linux and SQL
Knowledge and experience in project management would be a plus
Strong skills regarding analytical thinking, user centric problem analysis and solution as well as requirement engineering
Very strong communication and representation skills, ability to concisely present complex issues, strong moderation and presentation skills as well as the ability to represent the company
Willingness to take over responsibility and to prepare decision guidelines with regard to economic, technical and strategic aspects
Negotiating skills and assertiveness as well as very strong customer and service orientation
High motivation, self-starting qualities, ability to work under pressure and flexibility
Very good English skills as well as intercultural competence
High willingness as well as capability to travel and perform on-site operations at customers locations worldwide
About Lufthansa Systems GmbH & Co. KG
Lufthansa Systems GmbH & Co KG is a leading airline IT provider. Based on long-term project experience, a deep understanding of complex business processes and strong technological know-how, the company provides consulting and IT services for the global aviation industry. Over 300 airlines worldwide rely on the know-how of IT specialists at Lufthansa Systems. Its portfolio covers innovative IT products and services which provide added value for its customers in terms of enhanced efficiency, reduced costs or increased profits. Headquartered in Raunheim near Frankfurt/Main, Germany, Lufthansa Systems has offices in 16 other countries.