Expert Service Operations Full Time

WELCOME TO SITA

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

PURPOSE

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. To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. To manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

What will you do

• 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 co-ordinate the scheduling of intervention with Customer’s internal resolver groups and Major Incident Managers ensuring the highest level of customer services 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 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.
• Support team members in the management reporting and co-ordination of day-day tasks during absence of the Lead Engineer.
• Report and escalate to the next level those problems which cannot be fixed.
• Engage and work with various Vendors for permanent fix on service operations.
• Required to work in shift as Expert to solve complex incident & lead Problem to solution and On call as per defined shift plan.

Qualifications

EXPERIENCE

• 10+ years’ experience in the Network/Cloud/Datacentre support domain. Must have dealt directly with external customers delivering to SLAs.
• Airline experience and/or ATI know-how, is good to have.
• Full Troubleshooting expertise in listed technologies Cisco ACI, Palo Alto, Nexus, Aruba, Clear Pass, Cloud, Routing, Switching, Cisco NCS, Cisco IPT, Genesys Pure Cloud solutions.

Knowledge & Skills

• Cloud, Security, WAN Optimization and Network protocols.
• Expertise in Data Centre (DC) setup
• Expertise in technologies like Cisco ACI, Palo Alto, Nexus, Aruba, Clear Pass, Cloud, Cisco NCS, Cisco IPT, Genesys Pure Cloud solutions.
• Ability to configure and troubleshoot Cloud, LAN and WAN Infrastructure
• Customer Service pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction.
• Ability & motivation to work in a team and in shifts and On Call
• Ability to analyse draw conclusions and create solutions to customer’s moderately complex problems.
• Ability to build relationships with peer and management levels both with clients and the company management.
• Exposure to ITIL and IT/network components and principles.
• Demonstrated maturity in handling complex customer issues. Ability to coach new joiners and to facilitate their integration into the team
• Ability to organize the activity of a team and to take ownership of issues until resolution.

PROFESSION COMPETENCIES

• Cloud, Security and Networking concepts.
• Service Infrastructure platform.
• Service Management Process
• Technical Communication

CORE COMPETENCIES

• Adhering to Principles & Values
• Communication
• Creating & Innovating
• Customer Focus
• Impact & Influence
• Leading Execution
• Results Orientation
• Teamwork

Education & Qualifications

Degree in Computer Science or Electronic Engineering or equivalent Telecommunications

• Recognized industry certifications such as CCIE, PCNSE/PCNSA, Aruba, VMware AVI, CISCO ACI, CISCO NCS, Cisco IPT & Gensys Pure Cloud solutions.
• 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 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.