Senior Specialist/engineer Service Operations

Overview:
**_ WELCOME TO SITA_**

**Ready to redefine air travel? The journey starts here, with you at SITA.**

**_
ABOUT THE ROLE & TEAM:_**
- As a senior Specialist Service Operations, you will be part of SITA Command Centre Common Use team ensuring all our customers (Airports, Airlines, and their customers) day-to-day operations run smoothly while ensuring Systems and Products are properly configured and maintained following standard working processes and procedures._

**_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._
- _ 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:
**_ EXPERIENCE:_**
- _Degree in Computer Science, Electronic Engineering, or equivalent._
- _ Strong experience in customer services using the ITSM tool._
- _ Minimum 3 years of experience with Dell EMC VxRail Hyper-converged systems regarding Cluster Management, monitoring nodes and drivers at the physical layer; adding and replacing hardware; VxRail Physical link monitoring._
- _ Minimum 5 years of demonstrated experience working with VMWare v6 and v7, vCloud Director, vCloud Foundation, VMWare Workspace One, vSAN, NSX-T, and related products._
- _ 5 - 7 years of experience troubleshooting Server infrastructures including Windows, Linux server operating systems & virtualization (VMWare), storage devices, and middleware. _
- _5 - 7 years of experience in cloud platforms technologies (public or private) including delivery models cloud IaaS, PaaS, and Virtual desktop environments (VMware or Citrix)._
- _ 4 - 5 years of experience in IIS administration, SQL Database maintenance, WSUS servers patching, and Windows Server Clustering._
- _ 5 -7 years of experience and familiarity with AV, Backup, and Server Hardware Management._
- _ Exposure to Rabbit MQ, IBM MQ is a plus._
- _ Exposure to ITIL and to IT and network components and principles._
- _ Experience in organizing the activity of a team and taking ownership of issues until resolution._
- _ IT certifications including:_
- _ VCP VMware Certified Professional - Cloud Management and Automation (desirable)_
- _ VCP VMware Certified Professional - Data Center (required)_
- _ Microsoft MCSE (required)_
- _ Cisco CCNA (desirable)_
- _ RedHat Certified RHCSA (desirable)_
- _ CCP Citrix Certified Professional (desirable)_
- _ AWS/Azure Certified (required)_
- _ ITIL Foundation Certificate (required)_
- _ MS-SQL Database Administrator(desirable)_

**_
WHAT WE OFFER:_**

At SITA, we disrupt the status quo, by empowering our people to pioneer innovations that touch the lives of billions. Bringing together diverse minds from across the globe, we foster a dynamic and positive workplace culture, that values our talented team members for their contributions and dedication. Check out our core benefits, enabling our people across the globe:
**Flex Week**:Work from home up to 2 days/week (depending on the needs of your team and your customers)
- **Flex Day**: Shape your workday to suit your life and your 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), available to you and your dependents 24/7, 365 days/year, and Champion Health - a personalized, proactive platform to support diverse wellbeing needs.

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

**Competitive Benefits**: Access competitive benefits tailored to the local market and your employment status.