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.
About The Role & Team
To manage and/or assist the Customer Applications or Delivery team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures and provide the highest level of service & infrastructure availability ensuring systems and products are properly configured implemented supported and maintained.
What You’ll Do
- May act as the customer Single Point of Contact (SPOC) and co-ordinate application troubleshooting with customers and/or internal resolver groups ensuring the highest level of customer service is maintained to resolve the fault and incident within the prescribed SLA when required.
- Ensure established Service Management processes and procedures are understood and followed to the highest standards and co-ordinate problem resolution with the appropriate resolver groups.
- Adhere to installation guidelines application documentation and industry best practices in order to deliver quality service.
- Collaborate with customers to understand document and resolve problems to the highest complexity within the designated application.
- Conduct the analysis definition documentation and/or testing of application software changes and systems enhancements
- Support Global Sales teams with completion of Requests for Proposal (RFPs) and product demonstrations when required.
- Collaborate inter-departmentally with Senior or Lead Analysts and/or Software Development personnel to identify the root cause of application problems and provide possible workarounds or resolution details to customer.
- Plan and deliver SITA application training both internally and to SITA hosted customers.
- Complete implementation project tasks on time to SITA standards and to the satisfaction of the customer- Identify and/or implement cost savings opportunities throughout the Customer Applications and Delivery organizations.
- Coach fellow co-workers on operational issues relying on strong working knowledge of the activities in the group.- Support management on escalated issues.
- SLA Reporting development and support (Automated reports, web pages, graphs)
- Government Gateway Operational Reporting development and support (automated reports, alerts, web pages, graphs, dashboards, history)
- Develop and support application monitoring, including real-time dashboards and email alerting systems.
- Create and maintain system configuration web pages and alerting tools.
- Develop and support web pages for flight schedule loading and web-based certification tools for transaction searches.
- Build and maintain command-line search and monitoring tools.
- Provide periodic billing support for Government Gateway and handle ad hoc passenger/transaction count requests for billing or other purposes.
- Support the Stats and Stats Web Server, including log file synchronization, backups, patching, and other maintenance tasks.
- Assist with the certification system by performing data validation, verification, and troubleshooting.
- Work with Product, DevOps and Subject Matter Experts (SMEs) to become a SME for the APP and ETAS services.
About Your Skills
- Minimum 8 years experience in a customer service or management function preferably in the area of airline systems application support or delivery.
- More than 3 years experience as Lead Analyst or Team Lead.
- Can apply business knowledge to drive strategic decisions, align technology with business goals, and deliver value to the organization.
- Lead and manage critical incidents, ensuring quick resolution and minimal impact on business operations.
- Should have ITIL certification
Must Have
- C
- Linux (Ideally RedHat)
- Shell Scripting
- PHP
- Elastic Search/Kibana
- GIT
Nice To Have
- Ansible
- Azure DevOps Boards
- Azure DevOps Pipelines (or other pipeline tool)
- Basic Linux (ideally Redhat) admin (i.e. cron, resync)
- Java
- Apache httpd
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’ve 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!
🙌🏽 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.
