Specialist Service Operations

Overview:
**_ WELCOME TO SITA_**

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

**_
ABOUT THE ROLE & TEAM:_**
- As 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._
- _Must have dealt directly with external customers delivering to SLAs._
- _ Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction_
- _ Ability and motivation to work in a team and in rotating shifts._
- _ knowledge and ability to install configure and maintain operating system software including Microsoft (Windows Server / Windows 7 and latest). _
- _Ability to troubleshoot LAN topologies based on TCP/IP, IPX/SPX, and NetBIOS networks using basic commands such as PING and TRACEROUTE._
- _ Knowledgeable in Microsoft Windows Server Architecture (Active Directory Services, clustering Services, DFS Management, PowerShell scripting)._
- _ Knowledgeable in Microsoft SQL Server & Database._
- _ Product and Service knowledge in several of the following areas at intermediary and advanced levels: Desktop services, Network Services._
- _ Microsoft Certified Solution Associate: Windows Server (minimum 2008/2012)_
- _ Microsoft Azure AZ-900 or AZ-104 certificate_
- _ Red Hat or other Linux Training + Certification_
- _ Kubernetes certification_
- _ ITIL Foundation v4 Certification_
- _ Knowledge/awareness of Altiris, VMWARE Workspace1, Nexthink_

**_
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.