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 globally.
- Perform all Service Operations activities according to SITA standards and procedures.
- Maximizing customer satisfaction by the delivery of first-class support activities and integrating well in a multicultural, fast paced, international organization.
- To manage and assist the Service Operations team.
Key Responsibilities
- 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 the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
- When required act as technical SPOC to the Change Management Board (CAB) on the review & approval process of Normal Changes.
- Carry out incident 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 the senior team members in the management reporting and co-ordination of day-day tasks during absence of the Lead Expert.
- Report and escalate to the next level those problems which cannot be fixed.
- Perform assigned tasks on 13 x 7 shifts basis.
Qualifications
PERIENCE
- Minimum 5+ years’ experience in the Network, Security, Multi-Cloud support domain.
- Must have dealt directly with external customers delivering to SLAs.
- Airline experience and/or ATI know-how, is good to have.
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KNOWLEDGE & SKILLS
- Good knowledge on one or more of the following areas:
- LAN/WAN/Wifi (Versa, Cisco Nexus, Juniper, Aruba, Huawei etc)
- Protocols (BGP, OSPF, EIGRP, MPLS, Multicast, QoS, SIP, VoIP etc)
- Security Management (Cisco, Juniper, Fortinet, Palo Alto, VMWare NSX etc)
- Tools and Automation for LAN/WAN/Wifi/Firewall etc
- Application compression, optimization and load balancer (Riverbed, F5 BigIP, Netscaler etc)
- Virtualization (VMWare) and Cloud Operations (IaaS, DaaS, SaaS etc)
- Industry Technical Certifications: Cisco, Versa, Fortinet, Juniper, Palo Alto etc
- Experience in project delivery will be an added advantage
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 or equivalent Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in-country qualification.
- Recognized industry certifications such as CCNP R&S, VCP/VCTA-DCV, PCNSE, Azure, AWS, vCP.
- 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.
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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.
