Service Operation Team (SOT)

Job Description:

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:
- - First Shift: 7:00 AM – 3:00 PM
  - Second Shift: 3:00 PM – 11:00 PM
  - Third Shift: 11:00 PM – 7:00 AM
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.

LHIND

Join Lufthansa Industry Solutions

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
Strong Linux knowledge and hands-on experience in Linux system administration. This is essential for incident analysis, troubleshooting, and the reliable operation of technical systems
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/

Job Ident #: 131444

Company Details

Lufthansa

Wadowicka 3B
Krakow, Malopolskie Poland, International 30-347 International
www.lufthansa.com/us/en/homepage

Lufthansa Global Business Service

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Job Info

Location

Tirana, Tirana, Albania

Type

Permanent

Company Details

Lufthansa

Wadowicka 3B
Krakow, Malopolskie Poland, International 30-347 International
www.lufthansa.com/us/en/homepage

Lufthansa Global Business Service