WELCOME TO SITA’S AIRCRAFT BUSINESS UNIT
SITA's Aircraft Business Unit makes flight operations, air traffic management and aircraft maintenance more sustainable and efficient by enabling collaboration between people and organizations in the air transport industry through:
•Communication - connecting aircraft and people around the world.
•Data & Platform - Turning aircraft data into valuable insight for the entire industry.
•Applications - Empowering the industry with user-friendly tools that make flight operations more sustainable and efficient.
Ready to redefine air travel? The journey starts here, with you at SITA.
ABOUT THE ROLE & TEAM
As Application Support Specialist you will provide Level-2 Application support for SITA For Aircraft products. You will also be accountable for Service management, Incident/ Request/ Change management, Managing application support with professional services with Customer satisfaction.
Reporting to the Manager of Application Operations, you will be a part of the SITA FOR AIRCRAFT Customer Services & Operations team.
WHAT YOU’LL DO
•Implement Application Operations (AppOps) practices within the organization and encourage application support for seamless operations with team collaboration, promoting team culture.
•Participate in end-to-end incident resolution and root cause analysis in collaboration with other functional groups, business units, and vendors.
•Work together with the team to plan and ensure that new application releases are promptly deployed to our customers, ensuring our customers benefit from the most up to date release of SITA for Aircraft application.
•Ensure that defined SLAs are met for the set of customers depending on your team
•In case operations or supervision tools report misfunction, you may be part of a “resolver group” whose task will be to assess the situation, propose temporary work-around in order to restore service, and provide Root Cause Analysis for corrective actions.
•Coordinate with the L3 Engineering team for the delivery of MissionWatch, eWAS Pilot, ACARS messages integrated with SITA For Aircraft Digital Day of Operations Products corrections/updates when needed.
•Supporting the delivery team with QA segments of onboarding new SITA For Aircraft products and integrations with internal or external applications.
•Work in an Agile Scrum team meetings, responsible for documenting technical processes and solutions in accordance with established AppOps principles and practices.
•Participate and contribute to the management of release versions impacts, incidents and problems related to application.
•Provide 24/7 Level-2 Support once a week in a month in rotation basis. You will be part of on-call support team in rotation basis.
ABOUT YOUR SKILLS
•At least 2+ years of professional experience as an Application Support. Preferably in the Airlines or Aviation domain with ACARS, datalink and Flight Operations Applications knowledge.
•University degree B. Tech./B.E. degree in Electronics & Telecomm or Computer Science/IT
•Knowledge of airline specific communication protocols such as ACARS (620/Type-B), BATAP, and MATIP is an advantage.
•Experience of Airline Flight Operations applications & Service knowledge around aircraft communication services environment.
•Knowledge of JSON as file format and data interchange and GitHub.
•Experience in MySQL or related relational SQL environments.
•Knowledge in using Bigdata such as Kafka, EventHub tools will be added advantage.
•Experience with Git (stash, bitbucket), Kubernetes basic knowledge, Azure logs to query, New Relic alerts at its definition of best practices is an advantage.
•Excellent technical troubleshooting skills with demonstrative ability to prioritize issues and resolve problems independently.
•Excellent interpersonal skills. Verbal and written communication skills to convey complex and/or detailed information and ability to work successfully with teams across the organization.
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.
WHAT WE OFFER:
SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:
🏡 Flex Week: Work from home up to 2 days/week (depending on your Team's needs).
⏰ Flex Day: You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
🌎 Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world!
🌿 Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
🚀 Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!
🙌🏽 Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.
Keywords: aviation, customer support, application support, aircom, ACARS, airline operations, customer service
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.
