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 Service Operations to SITA customersn,perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities. Manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving 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).
- 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.
- 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.
- Manage the replacement of faulty equipment through the use of spares, and ensuring the timely replenishment the spare according to prescribed availability and sparing policy.
- To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.
- 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.
- Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations.
- Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided.
- 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
- Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.
- Conducts the analysis, definition, documentation and testing of application & systems enhancements
- To provide onsite support to Users during the cutover of the services
- Continuously identify and document lessons learnt, 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 24 x 7 shifts basis
Qualifications
Who You Are
- Bachelor’s degree in Computer Science, Information Systems, or equivalent education.
- Minimum 5 Years’ experience in IT Service Operation role preferred in Air Transport Industry.
- Applicable vendor / technology entry level certification or equivalent work experience, in particular: MCSA, MCTS, CCNA, Linux/Oracle entry level, AIX Specialist.
- 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.
🏡
Flex Week: Work from home up to 2 days/week (depending on your team's needs)
⏰
Flex Day: Make your workday suit your life and plans.
🌎
Flex-Location: Take up to 30 days a year to work from any location in the world.
🌿
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.
🚀
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.
