Associate Service Operations Specialist | Spécialiste associé(e) des Opérations de services.

WELCOME TO SITA

At SITA we keep airports moving airlines flying smoothly and borders open. Our technology and communication innovations power the success of the global air travel industry.

Youll find us in 95% of international airports working closely with over 2500 transportation and government clients. Each partnership brings unique challenges and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We dont just move the world forward were proud to be recognized as aGreat Place to Workby 79% our employees and certified in most of our growing locations. Here we feel empowered supported and inspired to grow.

Are you ready to love your job The adventure begins right here with you at SITA.

ABOUT THE ROLE

This role is to ensure high-quality Service Operations in line with SITA standards to support business growth and customer satisfaction by delivering reliable first-class technical support. You will maintain high service availability through properly configured and maintained systems while supporting the team in upholding service delivery quality. Also you will contribute to continuous improvement of operational processes and procedures.

WHAT YOU WILL DO

• Monitor analyze and resolve incidents across PAX applications including Self Bag Drop Touchpoints CUPPS/Smart Path
• Perform application troubleshooting using logs components dependencies APIs telemetry and end-to-end application flows.
• Execute operational procedures including SOPs runbooks and system health checks.
• Manage technical escalations with appropriate diagnostic information and collaborate with SRE Engineering and Field Operations.
• Develop and maintain scripts using PowerShell Python Bash or similar technologies to support operational activities.
• Automate repetitive tasks including log parsing telemetry extraction data cleanup deployment configuration and proactive checks.
• Participate in Problem Management to identify recurring issues support investigations and contribute to post-incident reviews.
• Drive continuous improvement by documenting findings creating knowledge articles improving SOPs and best practices and supporting evaluation of monitoring automation and observability tools.

ABOUT YOUR SKILLS

• Bachelors degree in Computer Science or equivalent experience.
• 12 years of experience in application/system support IT operations or troubleshooting including customer-facing support and SLA delivery.
• Troubleshooting and analytical skills including application logs JSON/XML configurations service workflows and incident investigation.
• Windows system support and basic networking knowledge including TCP/IP DNS and connectivity.
• ITIL-based operational knowledge including Incident Problem and Change Management; ITIL Foundation v4 certification or willingness to obtain.
• Strong communication teamwork and ownership with scripting/automation capability and ability to work in fast-paced cross-functional environments.

Nice to Have

• Airport/Airline industry experience and familiarity with endpoint/monitoring tools such as Nexthink Workspace ONE Altiris TeamViewer DEX or ManageEngine.
• Additional technical knowledge/certifications in Microsoft/Azure Linux VMware Kubernetes PowerShell Python or Bash.

WHAT WE OFFER

We value diversity operating in 200 countries and spanning 60 languages and cultures. Our inclusive offices are comfortable and fun with the flexibility to work from home. Join our team and step closer to your best life.

Were proud of our inclusive environment. Our offices are comfortable and fun places to work and we make sure you get to work from home too. Find out what its like to join our team and take a step closer to your best life ever.

Flex Week:Work from home up to 2 days/week (depending on your teams needs)

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

Flex-Location:Take up to 30 days a year to work from any location in the world.

Employee Wellbeing:We have got you covered with our Employee Assistance Program (EAP) for you and your dependents 24/7 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

Professional Development:Level up your skills with our training platforms including LinkedIn Learning!

Competitive Benefits:Competitive benefits that make sense with both your local market and employment status

SITA is an Employment Equity Employer and values a diverse 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.