Expert Service Operations

Overview:

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM

As an Expert Service Operations, you will ensure SITA's competitive strength and customer satisfaction by delivering high-quality technical Service Operations.

You will be accountable for providing service and infrastructure Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements.

Reporting to the Senior Manager Tarek Hamdi, you will be a part of the PSA Platforms team responsible for Sita's Airports Infrastructure.

WHAT YOU WILL DO:

• Provide L2 and L3 support for platform-related issues, including troubleshooting and resolving complex problems.
• Monitor platform and network performance to ensure high availability and reliability.
• Configure and maintain infrastructure components: servers, storage, virtualization, and backup systems.
• Collaborate with engineering and product teams to design and implement solutions that meet business requirements.
• Perform upgrades, patches, and capacity planning for platforms and networks.
• Document configurations, processes, and procedures for compliance and future reference.
• Act as Subject Matter Expert (SME) for assigned projects and lead technical inputs for RFO/RCA reports.
• Engage with vendors and engineering teams for escalations and improvements.
• Lead and assist the Service Operations team during major incidents and problem management activities.
• Drive automation initiatives to improve operational efficiency and reduce manual interventions.

Qualifications:

WHO YOU ARE:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum 8 years of experience in platform and network administration with L2/L3 support.
• Strong problem-solving and analytical skills.
• Excellent communication and collaboration abilities.
• Relevant certifications: VMware, AWS/Azure, MCSE, RHSA certifications are highly recommended.

Technical Requirements:

• Cloud: Azure, AWS
• Virtualization: VMware (VCF, VCD) – hands-on experience
• Storage: SAN and NAS management
• Backup: Veeam and Veritas background
• Networking: CCNA-level knowledge
• Operating Systems: Windows Server, Linux (Red Hat)

NICE-TO-HAVE: (Max 3 bullet points)

• Databases: MariaDB, MongoDB; MSSQL is a plus
• Experience with automation frameworks (Ansible, Terraform).
• Familiarity with CI/CD pipelines and DevOps practices.
• Hands-on experience with Azure DevOps for automation and deployment workflows.

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home, too. Find out what it's like to join our team and take a step closer to your best life ever.

Flex Week: Work from home up to 2 days/week (depending on your team's needs)

Flex-Location: Take up to 30 days a year to work from any location in the world.

Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

Professional Development: Level up your skills with our training platforms, including LinkedIn Learning

Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.