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 a Senior Specialist/Engineer Service Operations, you will guarantee SITA's competitive strength and business growth, through the provision of the highest quality technical Service Operations to SITA customers. Perform all Network Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first-class support activities. The role will also require you to work closely with other support teams, making sure key KPIs are met, help to reprioritise Incidents, Problems and Changes. To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained.
Please note that the Job title on SITA contract for this role will be Senior Specialist/Engineer Service Operations as aligned with our internal career framework.
What You Will Do
- Provide Network 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 serviced by Service Operations
- When required, serve as the customer's SPOC co-ordinating the incident/changes, scheduling with the customer's internal resolver groups and the various Service Desk's, maintaining the highest standards of customer service and communication
- To resolve the incident/change, within the agreed SLA.
- Carry out incident and problem management support 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 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
- Support the senior team members in the management reporting and co-ordination of day-day tasks during absence of the Lead Engineer
- 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
- Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.
- Continuously identify and document lessons learnt, known errors and operational knowledge for improvement of services
Qualifications
Experience:
- CCIE (R&S) - Mandatory
- Knowledge in Network Security - mandatory
- Knowledge of Cisco Voice technologies - advantage
- VMware certifications/knowledge - mandatory
- Red Hat certifications/knowledge - advantage
- min 6-10 years experience
- Nagios and WhatsUP Gold Monitoring - advantage
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.
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.
