Specialist Service Operations | PAX (Immediately available)
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.
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 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:
- Handle complex incident management
- Act as escalation point for complex technical issues impacting airport operations
- Respond to priority-1 and priority-2 incidents with real-time resolution focus.
- Collaborate with cross-functional teams and coordinate with third parties as needed.
- Monitor and manage day-to-day service operations to ensure the smooth functioning of systems and processes
- Coordinate with internal teams and external vendors to manage service requests, incidents, problem and ensure adherence to SLAs
- Analyse operational data to identify trends, bottlenecks, and areas for improvement in service processes
- Develop and maintain operational procedures to enhance efficiency and minimize service disruptions
- Collaborate with technical teams to address product-related service issues and recommend improvements
- Conduct root cause analysis for recurring incidents and work with problem management /Expert Service improvement on finding root cause to implement solutions.
- Ensure documentation is up to date for all operational processes, incidents, and service management workflows.
- Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency.
- Require working in rotating shift to support customers 24*7.
- Deploy Changes if needed based on business or project requirement.
- Maintain shift handover reports and update operational documentation.
- Follow airport authority and airline IT protocols strictly, including compliance and cyber-security standards.
Qualifications:
EXPERIENCE- Minimum 5–7 years in IT infrastructure support, with 2+ years in Level 2 or equivalent in a 24x7 airport or mission-critical setting.
- Strong troubleshooting expertise in:
- Windows 2016 is must
- Network infrastructure (LAN/WAN, Cisco, Palo Alto, Versa) is must
- VMware- Good to have
- Application and middleware services – Good to have
- Applicable technology certification or equivalent work experience, in particular: AZ-900, AZ-104, CKA – Good to have
- ITIL Foundation Certificate is must
- Experience of working in the Airport / Airline industry is must.
- Applications Support
- Info Gathering Processing
- Product/Solution Knowledge
- Service Infrastructure/Platforms
- Service Management Process
- Technical Communication
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Impact & Influence
- Leading Execution
- Results Orientation
- Team Player
- Critical thinking
- Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in-country qualification.
- Applicable vendor / technology entry level certification or equivalent work experience in particular: MCSA /MCTS /CCNA /Linux/Oracle entry level AIX Specialist-
- 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