Overview
WELCOME TO SITA
SITA is the leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.
Ready to redefine air travel? The journey starts here, with you at SITA.
About The Role & Team
As an SME security, you will be part of Security tower led by Cyber Security Technical Lead, working on proactive network maintenance, providing operational support to local teams and global command centres, work and collaborate with design and deployment teams, engage with customer and provide bespoke solutions. Assist in implementing and improving working processes and procedures. In this role you will provide the highest level of Service Operation availability, ensuring Systems and Products are properly configured and maintained. You will be accountable for the delivery and execution of agreed Statement of Work for customer locations, by monitoring and coordinating all actions required to deliver the service. Such deliveries may be part of a project roll out for single customer or a collection of organic growth orders placed by multiple customers..
What You Will Do
- Ensure the correct functioning and maintenance of all internal and external systems and products.
- 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.
- Participate and Coordinate on the adoption of new services or improvements over existing capabilities including automation strategies.
- 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.
- Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems.
- Support the senior team members in the management, reporting, and co-ordination of day-day tasks during absence of the Technology Lead.
- Report and escalate to the next level those problems which cannot be fixed.
- Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations.
- Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems.
Qualifications
EXPERIENCE:
- Technical knowledge and background required (Telecommunications and Service Management)
- Any other vendor professional certifications to professional level (Palo Alto or Fortinet Preferred)
- 3+ years’ experience in Customer Service, preferably in a global organization and Service Provider environment
- 3+ years’ experience as a Systems Engineer/Administrator responsible for support activities involving LAN/WAN/Firewalls/Security equipment.
- Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction
- Ability to support and configure Firewalls - PaloAlto preferred
- Knowledge and understanding of Cisco LAN and WAN network
- Knowledge and understanding of Cisco NCS, ACI, Nexus 9K
- Analytical capabilities to spot trends via data analysis and continually improve efficiency.
- Knowledge of ITIL and Service Management practices and procedures
Nice-to-have
- Experience of working in the Airport/Airline industry
- Knowledge and experience of Cisco LAN & WAN architecture
What We Offer
At SITA, we disrupt the status quo, by empowering our people to pioneer innovations that touch the lives of billions. Bringing together diverse minds from across the globe, we foster a dynamic and positive workplace culture, that values our talented team members for their contributions and dedication. Check out our core benefits, enabling our people across the globe:
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Flex Week: Work from home up to 2 days/week (depending on the needs of your team and your customers)
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Flex Day: Shape your workday to suit your life and your 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’ve got you covered with our Employee Assistance Program (EAP), available to you and your dependents 24/7, 365 days/year, and Champion Health - a personalized, proactive platform to support diverse 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: Access competitive benefits tailored to the local market and your employment status.
SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.
