Senior Specialist/Engineer Service Operations

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

As a Senior Specialist/ Engineer Service Operations, your role is to perform all Service Operations activities following SITA standards and procedures. You will be part of a team that will work to ensure the highest level of Network service availability by properly monitoring and maintaining systems and products. Part of your role will be to oversee the Service Operations to maintain service quality by assisting in implementing and improving processes and procedures. Physical walkthrough of communications closets, be available for customer network requests, and assist with incident, change, and troubleshooting. Serve as primary contact for interaction between customers and SITA for general Service performance issues.

• Provide Service Operations support to internal and external customers, ensuring adherence to contracts and SLAs.
• Ensure proper functioning and maintenance of all systems and products serviced by Service Operations.
• Act as the customer SPOC, coordinating interventions with customers, internal teams, and the Service Desk to maintain high service levels and resolve issues within the SLA.
• Manage incidents and problems, coordinating resolution with relevant teams to meet high standards.
• Ensure the Service Operations team follows best practices for incident and problem management, providing guidance and support.
• Proactively identify and resolve service and infrastructure issues, ensuring customer problems are addressed promptly.
• Support senior team members in managing day-to-day tasks during the absence of the Lead Engineer.
• Perform preventive maintenance and monitor systems and services per schedules and customer expectations.
• Provide onsite user support during service cutovers.
• Be available for escalations and on-call support as needed.
• Perform assigned tasks on a 24x7 shift basis when required.

ABOUT YOUR SKILLS:

• 3-5 years of experience in network and/or application/system support, with direct customer interaction and SLA delivery.
• Knowledge of airline and/or airport operations.
• Expertise in network protocols, services, systems, and applications.
• Strong customer service skills with a proactive, ownership-driven approach to resolving issues.
• Ability to troubleshoot LAN topologies (TCP/IP, IPX/SPX, NetBIOS) using basic tools like PING and TRACEROUTE.
• Experience in supporting and troubleshooting proprietary systems.
• Proficient in installing and configuring end-user applications and software.
• Ability to analyze and resolve moderately complex customer issues.
• Degree or diploma in Computer Science, Electronic Engineering, or equivalent in Telecommunications.
• Industry certifications such as MCSE, CCNA/CCNP.
• Familiarity with ITIL practices.

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.

In the U.S. (New York), the standard base pay range for this role is $75K - $82K Annual. This base pay range is for the U.S. and is not applicable to locations outside of the U.S. Actual amounts will vary depending on experience, performance, and location. In addition to a competitive base pay, employees in this role may be eligible for incentive compensation. Incentive compensation is not guaranteed.