Senior Service Operations Specialist

WELCOME TO
SITA

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM

As a Senior Specialist, you will be one of the Technical members within the Common Use Team which ensures all our customers' (Airports, Airlines, and their customers) day-to-day operations run smoothly. Whether it is a passenger check-in via CUTE or CUSS or Web, or the Airlines' operation itself - you are responsible for keeping them satisfied with our services.

WHAT YOU'LL DO

• To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support, and direct management.
• Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
• Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations.
• When required, act as the customer SPOC and coordinate the scheduling of intervention with Customer, internal resolver groups, and the Service Desk ensuring the highest level of customer service and communications are maintained to resolve the fault and incident within the prescribed SLA.
• Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups.
• Ensure the shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs, and monitoring requirements.
• Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics, and provide service request ownership to ensure resolution of customer problems.
• Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations.
• Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided.
• Report and escalate to the next level those problems which cannot be fixed.
• Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations.
• Perform Change Management, Configurations, Design, and Implementation of the supported Products & Systems.
• Continuously identify and document lessons learned, known errors, and operational knowledge for improved services
• When/where required, be contactable for escalations and support, on and on-call standby basis.
• When/where required, perform assigned tasks on a 24 x 7 shift basis.

ABOUT YOUR SKILLS

• Degree in Computer Science in Electronic Engineering or equivalent.
• 4-5 years of experience in Windows System Administration
• Experience and knowledge of database technologies, especially Microsoft SQL Server.
• Working experience on Azure Services, especially ARM templates, as well as AWS.
• Proven experience operating and supporting mission-critical applications (eg.incident and outage management)
• Proven experience in problem-solving issues on globally distributed systems and critical product service environment
• Experience in organizing activities with other stakeholders while maintaining the ownership of issues till resolution.
• Exemplify improvement of procedures, and tools to reduce efforts and improve quality using SITA's Continuous Improvement methodology.

NICE-TO-HAVE

• Knowledge of ITIL frameworks and best practices
• Experience in the airline industry

WHAT WE OFFER

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 Day:
Make your workday suit your life and plans.

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

Employee Wellbeing:
We've 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.