Specialist Service Operations (Windows | Linux | Application , OS & Infrastructure Support)

WELCOME TO SITA

ABOUT THE ROLE & THE TEAM

The Senior Specialist – Service Operations is a highly experienced operational engineer within PSO PAX, responsible for end‑to‑end technical ownership, advanced troubleshooting, and operational excellence across mission‑critical passenger processing systems.

This role goes beyond execution of SOPs. Senior Specialists act as technical anchors within the Service Operations team, leading investigations, mentoring Specialists, driving automation and problem management, and partnering closely with SRE, Engineering, and Field Operations to improve system reliability and reduce operational risk.

WHAT YOU WILL DO

1. Advanced Operational Ownership

• Own complex and high‑impact incidents across PAX applications (SBD, CUPPS, Touchpoints, Smart Path, Flex, Maestro).
• Act as technical lead during Major Incidents (P1/P2), driving investigation, coordination, and recovery.
• Validate incident quality, escalation paths, and technical accuracy before handover to SRE or Engineering.
• Proactively identify operational risks and stability gaps based on incident trends and telemetry.

2. Deep Application & System Troubleshooting

• Perform advanced root cause analysis across:
  • Application stacks
  • Middleware and integrations
  • Backend services and databases
  • Hardware interfaces and external airport systems
• Own the end‑to‑end technical narrative of incidents and problems (what failed, why, how it propagates).
• Support and sometimes lead post‑incident reviews, ensuring clear corrective and preventive actions.
• Serve as escalation point for Specialists during complex or ambiguous technical issues.

3. Automation, Scripting & Reliability Engineering

• Design and maintain production‑grade automation using PowerShell (primary) and Python (preferred).
• Lead automation initiatives such as:
  • Proactive health checks
  • Self‑healing workflows
  • Noise reduction and false‑alert elimination
• Partner with SRE teams to translate operational pain points into automation or platform improvements.
• Review and improve scripts created by Specialists to ensure quality, safety, and reusability.4. Operational Excellence & Continuous Improvement

• Own or co‑own Problem Records for recurring or systemic issues.
• Drive SOP, runbook, and knowledge base improvements with a focus on:
  • Clarity
  • Reusability
  • Shift‑left enablement
• Contribute to standardization initiatives across PSO PAX, supporting the broader TOM and DevOps direction.
• Support deployment readiness and operational validation activities where required, in alignment with PSO PAX expectations.

5. Coaching, Mentorship & Leadership

• Mentor and coach Service Operations Specialists:
  • Troubleshooting approach
  • Log analysis
  • Incident documentation quality
• Act as a role model for operational discipline, ownership, and technical rigor.
• Support Service Operations Managers with technical insight, risk assessment, and decision support.

WHO YOU ARE

Technical Skills

• 2-4 years of experience in:
  • Service operations
  • Application support
  • Systems or platform operations
• Strong scripting expertise:
  • PowerShell (expert)
  • Python (strongly preferred)
• Deep understanding of:
  • Distributed application architectures
  • API‑based integrations
  • Windows‑based environments (Linux beneficial)
• Hands‑on experience with monitoring and endpoint tools (e.g., Nexthink, DEX, EDR, observability platforms).

Operational & Leadership Mindset

• Proven ability to lead complex troubleshooting efforts under pressure.
• Strong ITIL knowledge with practical application in Major Incident and Problem Management.
• Ability to balance short‑term recovery with long‑term reliability improvements.
• High standards for documentation, automation quality, and operational consistency.

Behavioral & Soft Skills

• Clear technical communicator, capable of explaining complex failures to both technical and non‑technical stakeholders.
• Ownership‑driven, proactive, and improvement‑oriented.
• Trusted technical advisor within Service Operations and across PSO PAX.

WHAT WE OFFER

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