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 Specialist Service Operations, you will perform all Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first-class support activities. To provide the highest level of Service Operation availability, ensuring Systems and Products are properly configured and maintained.
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)
• 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
• To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support, and direct management.
• Support the senior team members in the management, reporting, and co-ordination of day-day tasks during absence of the Lead Engineer
• 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
• Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
• 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.
Specific to Messaging Provisioning:
Core Application Knowledge:
• Team members are responsible for the messaging configuration maintenance for 12 online systems:
Messaging Provisioning Responsibilities:
• Maintain a daily report of all Messaging activities that each team member handles via EXCEL and at the end of the month combine and send a monthly report.
• Document all processes to perform the configurations under the above systems.
• Head and coordinate Special changes between SITA and Customer.
• Team coverage when a team member is taking a PTO/SICK/VAC
EXPERIENCE:
• Degree or equivalent Diploma / Certificate in Computer Science, Electronic Engineering or equivalent Telecommunications in-country qualification.
• Minimum 3-5 years’ experience in the network, and/or application/system support domain.
• Airline experience and/or ATI know-how
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 the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.
🌎 Flex-location: Benefit for 30 working days from anywhere around the world each year!
🙌🏽 Competitive benefits according to the local market
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.