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 field services to SITA customers in airports and at their premises. Perform all field services activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class on-site field maintenance and support activities. To manage and assist the field services team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures. Roles performed in the context of Internal Desktop vary slightly in the sense that the main customers are Internal at SITA specific Airline/Airport experience is not necessary and that there are no specific billing responsibilities. For the technical competencies only a high level knowledge of LAN Protocol Troubleshooting WAN Troubleshooting and LAN Equipment Configuration is necessary and knowledge/experience on specific tools is not required. The roles are subject to following policy and procedure and will be responsible at country level only.
What Will You Do
Provide second-level technical support to clients, addressing issues related to Azure Cloud Services, Kubernetes clusters, and network connectivity.
- Candidate will be part of India Support Centre - ISC team, that supports 24x7 Operations, provides second-level technical support to clients, remote Airports addressing issues Not limited to Airline Applications, Infrastructure (LAN /WAN , Server), Azure Cloud Services, Kubernetes clusters, and network connectivity.
- Utilize Dynatrace and other monitoring tools to proactively identify performance bottlenecks and potential issues within the infrastructure.
- Perform log file analysis and debugging in Kubernetes environments to troubleshoot and resolve issues effectively.
- Take ownership of minor configuration issues and implement necessary fixes to ensure optimal performance of services.
- Troubleshoot network connectivity issues in Azure environments, including investigating routing problems and ensuring proper network configurations.
- Collaborate with other teams, including development and DevOps, to escalate complex issues and coordinate resolution efforts.
- Document troubleshooting procedures, solutions, and best practices for future reference and knowledge sharing.
- Good Understanding of Database (SQL Server DBA activities, experience with SQL queries, functions, and stored procedures).
- Experience in writing Scripts to handle automation / administration using Shell, Perl, Python scripting.
- Experience with networking and web standards such as DNS, DHCP, TCP/IP, HTTP, SSL/TLS/SSH, PGP.
- Ability to articulate complex technical topics clearly and concisely to both business and technical audience in both written and verbal form.
- Excellent documentation skills with an eye for attention to details.
- Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties.
- Complete AVMA Daily Diary accurately and on time.
- Ensure that all the required Field Service data is provided and recorded in the correct fields in the SITA Service Hub /Service gateway record for all assigned Incidents & Change Orders- Manage local suppliers in the provision of services for the SITA Field Operations centre and report on services provided to management.
- Confirm and prioritize day-to-day tasks as and when needed.
- Coach co-workers on operational process issues relying on strong working knowledge of the activities in the group.
Provide field operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).
- To ensure the correct functioning and maintenance of all internal and external customer IT equipment and services..
- Reporting and escalating all observed problems to proper SITA operational escalation points.
- Carry out preventive maintenance of equipment in accordance with agreed schedules and to manufacturer specifications.
Qualifications
EXPERIENCE
Minimum 3 years experience in onsite support activities and repairs of PCs Printers and LAN WAN equipment.- Must have dealt directly with external customers delivering to SLAs.- Experience of working at Customer locations.- Experience of working in the Airport / Airline industry preferred.
Knowledge & Skills
Minimum 3+ years of experience in a similar role, providing L2 support in a cloud/ On Prem environment. Must have dealt directly with external customers delivering to SLAs.
- Bachelors’ degree in Computer Science, Engineering, or related Field.
- Proficiency in Azure Cloud Services, including but not limited to Azure Kubernetes Service (AKS), Azure App Service, and Azure Virtual Machines.
- Understanding of Kubernetes architecture, deployment, and management.
- Experience with Dynatrace or similar APM tools for performance monitoring and troubleshooting.
- Solid grasp of log file analysis and debugging techniques.
- Familiarity with containerization technologies such as Docker.
- Excellent problem-solving skills and the ability to work effectively under pressure.
- Experience in the Airlines domain is desirable.
- Experience with Azure live production systems of multiple integrated systems is required.
- Knowledge of network protocols and routing in Azure, as well as experience troubleshooting network connectivity issues.
- Excellent communication and collaboration skills.
PROFESSION COMPETENCIES
- Airline Applications
- Hardware Install & Repair
- LAN Equipment Configuration
- LAN Protocol Troubleshooting
- LAN Topology Troubleshooting
- O/S Install & Configuration
- S/W Install & Configuration
- WAN Troubleshooting
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Impact & Influence
- Leading Execution
- Results Orientation
- Teamwork
Education & Qualifications
Minimum Degree level qualification in Computer Science Electronic Engineering or equivalent in country IT qualification.
- CompTIA Network or CompTIA Server+ certification
- Relevant certifications such as Certified Kubernetes Administrator (CKA) or Red Hat Certified System Administrator (RHCSA) are a plus.
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.
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Flex Week: Work from home up to 2 days/week (depending on your team's needs)
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Flex Day: Make your workday suit your life and plans.
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Flex-Location: Take up to 30 days a year to work from any location in the world.
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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.
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Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
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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.
