Specialist/engineer Service Operations

**Overview**:
**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**:
To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers, perform all Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first class support activities, and to provide the highest level of Service Operation availability, plus ensuring Systems and Products are properly configured and maintained.

**WHAT YOU WILL DO**:

- Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
- Act as Common Use SPOC and coordinate scheduling of intervention with Customer's external resolver groups, and Service Desk.
- Follow SITA’s defined practices and procedures while performing Implementation, managing Incidents, Service Requests, Change Management, and escalating to the next level as required.
- Carry out preventive and proactive maintenance of equipment and monitoring of systems and services by agreed schedules and customer expectations.
- Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
- Continuously identify and document lessons learned, known errors, and operational knowledge for improved services.
- To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support, and direct management.
- 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.
- 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.

**Qualifications**:
**ABOUT YOUR SKILLS**
- Degree in Computer Science, Electronic Engineering, or equivalent.
- Must have dealt directly with external customers delivering to SLAs.
- Minimum 2 - 3 years of experience in ACM domain, where applicable.
- Applicable vendor/technology entry level certification or equivalent work experience, in particular:

- CCNA (an asset)
- Linux entry-level (LPIC-1 certification)
- Oracle entry-level, AIX Specialist/Solaris
- Redhat (RHCSA)
- Websphere MQ
- Shell/Python scripting (an asset)
- IT Network protocols and services, System and Applications
- Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction.
- Ability to analyse, draw conclusions, and create solutions to customer's complex problems.
- Knowledge and ability to install configure and maintain operating system software including Linux/Unix.
- Ability to troubleshoot LAN topologies based on TCP/IP networks using basic commands such as PING and TRACEROUTE.
- ITIL Foundation Certificate.

**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.