Service Operations Specialist, Incident Management

Overview

ABOUT THE ROLE & TEAM:

Our Service Desk is a key pillar in enabling our customer to maximize the use of our solutions that contribute to a greener, more sustainable aviation through the enablement of flight and air traffic optimization.

Reporting to the Regional Manager of the Service Desk, the Service Operations Specialist, Incident Management is overall responsible for the support to our customers, execution of Standard Operating Procedures related to ITIL Processes such as Incident Management, Event Management and Request Fulfillment.

You will interact with the various functions within SITA FOR AIRCRAFT such as Engineering & Technology, Customer Service, and Operations as well as other colleagues across the company, located in 20+ countries (Canada, United-States, France, Switzerland, Germany, Singapore, United Arab Emirates, Spain...).

What You Will Do

• Execute Standard Operating Procedures related to the management of incidents and requests.
• Deliver high-quality support to our customers by adeptly managing and triaging cases they bring forth.
• Monitor the performance of our products and services, promptly executing operational procedures for resolution or, when necessary, escalation to ensure swift restoration.
• Manage Major Incidents including management of customer & internal communications, management of internal and external communication bridges and escalations up to leadership level.
• Invoke crisis and security management processes.
• Coordinate and collaborate with internal teams to facilitate timely incident resolution and request fulfillment.
• Maintain accurate logs, incident reports and provide comprehensive updates to stakeholders.
• Document all actions in accordance with standard company policies and procedures.
• Collaborate with vendors and service providers, to address incidents and overseeing changes, ensuring effective communication, prompt resolution and minimal downtime.
• Use various tools to monitor, remediate and manage any ticket assigned.
• Identify and highlight any knowledge gaps, contributing to continuous improvement initiatives and enhancing the overall efficiency of our operational practices.
• Act as the senior on shift and ensure proper shift handovers.
  
  
  

Qualifications

EXPERIENCE:

• Minimum 3 years of demonstrated expertise in telecommunications within a large-scale business environment.
• Minimum of 3 years proven experience in a customer support role, preferably in a technical support or service desk environment.
• Minimum of 1 years proven experience in supporting all aspects of Major Incident.
• Commitment to continuous learning and staying updated with industry trends and best practices.
• Fluent in English – excellent verbal and written communication skills.
• Customer service oriented with the ability to communicate technical topics and manage customers during critical instances.
• Strong time management and multitasking abilities to handle multiple customer inquiries simultaneously in a fast-paced environment.
• Troubleshooting and problem-solving skills to diagnose and resolve technical issues effectively.
• Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.
• Strong documentation skills to accurately record customer, as well as internal interactions and resolutions.
• Ability to work both independently and collaboratively in a team-oriented environment.
• Adaptability, resilience, and a positive attitude towards handling challenging customer situations.
  
  
  

Nice-to-have

• High school diploma or equivalent with additional technical certifications or a degree in a related field.
• Experience in the aviation sector.
• ITIL V4 Foundation certificate and experience working with ServiceNow
• Agile, Six Sigma or related certifications
  
  
  

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.

The SITA FOR 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.
  
  
  

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.