ABOUT THE ROLE & TEAM:
As a senior Specialist Service Operations, you will be part of SITA Command Centre Common Use team ensuring all our customers (Airports, Airlines, and their customers) day-to-day operations run smoothly while ensuring Systems and Products are properly configured and maintained following standard working processes and procedures.
WHAT YOU WILL DO:
- Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
- Act as Common Use SPOC and coordinate scheduling of intervention with Customer's external resolver groups, and Service Desk.
- Follow SITA’s defined practices and procedures while performing Implementation, managing Incidents, Service Requests, Change Management, and escalating to the next level as required.
- Carry out preventive and proactive maintenance of equipment and monitoring of systems and services by agreed schedules and customer expectations.
- Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
- Continuously identify and document lessons learned, known errors, and operational knowledge for improved services.
- When/where required, be contactable for escalations and support, on and on-call standby basis
- When/where required, perform assigned tasks on a 24 x 7 shift basis.
EXPERIENCE:
- Degree in Computer Science, Electronic Engineering, or equivalent.
- Strong experience in customer services using the ITSM tool.
- Minimum 3 years of experience with Dell EMC VxRail Hyper-converged systems regarding Cluster Management, monitoring nodes and drivers at the physical layer; adding and replacing hardware; VxRail Physical link monitoring.
- Minimum 5 years of demonstrated experience working with VMWare v6 and v7, vCloud Director, vCloud Foundation, VMWare Workspace One, vSAN, NSX-T, and related products.
- 5 - 7 years of experience troubleshooting Server infrastructures including Windows, Linux server operating systems & virtualization (VMWare), storage devices, and middleware.
- 5 - 7 years of experience in cloud platforms technologies (public or private) including delivery models cloud IaaS, PaaS, and Virtual desktop environments (VMware or Citrix).
- 4 - 5 years of experience in IIS administration, SQL Database maintenance, WSUS servers patching, and Windows Server Clustering.
- 5 -7 years of experience and familiarity with AV, Backup, and Server Hardware Management.
- Exposure to Rabbit MQ, IBM MQ is a plus.
- Exposure to ITIL and to IT and network components and principles.
- Experience in organizing the activity of a team and taking ownership of issues until resolution.
- IT certifications including:
- VCP VMware Certified Professional - Cloud Management and Automation (desirable)
- VCP VMware Certified Professional - Data Center (Required)
- Microsoft MCSE (required)
- Cisco CCNA (desirable)
- RedHat Certified RHCSA (desirable)
- CCP Citrix Certified Professional (desirable)
- AWS/Azure Certified (required)
- ITIL Foundation Certificate (required)
- MS-SQL Database Administrator(desirable)
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:
🏡Flex Week: Work from home up to 2 days/week (depending on the needs of your team and your customers)
⏰ Flex Day: Shape your workday to suit your life and your plans.
🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.
🌿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.
🚀Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
🙌 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.
