Specialist Service Operations

WELCOME TO SITA

What You’ll Do

• Provide Service Operations support to internal and external customers in line with customer contracts and Service Level Agreements (SLAs).

• Ensure the correct functioning and maintenance of all internal and external systems and products supported by Service Operations.

• Act as the customer Single Point of Contact (SPOC) when required, coordinating with customer resolver groups and the Service Desk to ensure timely resolution within SLA.

• Manage incidents and problems to the highest standards, coordinating with appropriate resolver groups for resolution.

• Ensure the shortest possible restoration times by initiating timely escalations to specialized resolver groups (internal and external) as per SLA requirements.

• Manage faulty equipment replacement using available spares and ensure timely replenishment according to sparing policies.

• Guide and support the Service Operations team to maintain the highest standards in incident and problem management.

• Proactively detect service and infrastructure issues, conduct diagnostics, and take ownership of service requests until full resolution.

• Adhere to installation guidelines and industry best practices to ensure quality service delivery.

• Use appropriate tools and equipment to perform installations, interventions, and repairs according to Service Operations and Delivery guidelines.

• Report and escalate issues that cannot be resolved at the current level.

• Perform preventive and proactive maintenance of equipment, systems, and services according to agreed schedules.

• Execute Change Management activities, including configuration, design, and implementation of supported products and systems.

• Manage local suppliers supporting Service Operations centers and report on service performance to management.

• Analyze, define, document, and test system and application enhancements.

• Provide onsite support during service cutovers when required.

• Continuously document lessons learned, known errors, and operational knowledge to improve services.

• Be available for escalations and on-call standby support when required.

• Perform assigned tasks on a 24/7 shift basis when required.

Who You Are

Experience

• Minimum 2–3 years of experience in network and/or application/system support.

• Experience working directly with external customers and delivering services within SLAs.

• Minimum 2–3 years of experience in ACM domain (where applicable).

• Experience in the Airport/Airline industry is preferred.

Technical Knowledge

• Knowledge of network protocols and services.

• Understanding of systems and applications support.

• Knowledge of ITIL principles and IT/network components.

• Installation and configuration of end-user applications and software.

• Installation, configuration, and maintenance of operating systems (Microsoft, Linux, Unix).

• Ability to troubleshoot LAN topologies (TCP/IP, IPX/SPX, NetBIOS) using tools such as PING and TRACEROUTE.

• Ability to configure Cisco LAN switches and routers (IP assignment, interface configuration, shutdown commands).

• Knowledge and ability to install and repair:

  • Desktop PCs

  • Office printers

  • ATI printers

  • Switches, routers, hubs

  • IP phones

  • Servers

  • WAN connectivity equipment (modems, ISDN)

  • Cabling (component level)

• Intermediate to advanced knowledge in:

  • Airport services

  • Desktop services

  • Network services

  • Customer-specific services and solutions

Competencies

• Strong customer service mindset with proactive ownership of issues until resolution.

• Ability to analyze complex problems, draw conclusions, and implement solutions.

• Demonstrated maturity in handling demanding customers and complex situations.

• Ability to build strong relationships with peers, management, and clients.

• Ability to organize team activities and take ownership of issues.

• Team-oriented with ability to work in rotating shifts.

• Motivated, reliable, and adaptable in a 24/7 operational environment.

WHAT WE OFFER

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  Flex Day: Make your workday suit your life and plans.