Senior 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.

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 delivering 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.

KEY RESPONSIBILITIES

• Handle complex incident management
• 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, and problems, ensuring adherence to SLAs
• Analyze 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 or service improvement teams to implement solutions
• Ensure documentation is up to date for all operational processes, incidents, and workflows
• Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency
• Work in rotating shifts to support customers 24 / 7
• Deploy changes as needed or based on business requirements

Qualifications

EXPERIENCE

Minimum 3-5 years’ experience in network support (LAN, Wireless, WAN, SDWAN) and / or application / system support. Must have experience directly dealing with external customers delivering according to SLAs.

EDUCATION & QUALIFICATIONS

Educational Background

Qualifications

WHAT WE OFFER

We value diversity. Operating in 200 countries, speaking 60 languages and cultures. Our inclusive environment offers comfortable, fun workplaces with options for remote work. Join us and advance your career.

Employee Wellbeing : Employee Assistance Program (EAP) available 24 / 7, 365 days / year. We also offer Champion Health, a personalized wellbeing platform.

Professional Development : Access to training platforms like LinkedIn Learning.

Benefits : Competitive benefits tailored to local markets and employment status.

SITA is an Equal Opportunity Employer. We encourage women, indigenous peoples, visible minorities, and persons with disabilities to apply and self-identify in their application.

#J-18808-Ljbffr