Team Lead Service Operations

Overview We’re the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry. You’ll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Are you ready to love your job? The adventure begins right here, with you, at SITA. Purpose To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Responsibilities • Perform all Service Operations activities according to SITA standards and procedures to maximize customer satisfaction by delivering first class support activities. Manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures. Ensure documentation is up to date in the knowledge base and take appropriate actions to keep it current. Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs. Carry out incident and problem management support to the highest standards and coordinate resolution with the appropriate resolver groups. Ensure the shortest possible restoration times by initiating timely escalations to specialized resolver groups inside and outside SITA according to contracts and monitoring requirements. Adhere to installation guidelines and industry best practices to deliver quality Service Operations. Report and escalate observed problems to the proper SITA operational escalation points. Report on the monthly performance of the team and provide feedback to relevant management teams. Ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support, and direct management. Manage first-line responsibility and budgets for different teams under Service Operations, including Quality of Service and Escalations. Perform Change Management, Configurations, Design, and Implementation of supported Product & Systems. Supervise staff, ensure adequate training and development, and carry out annual reviews and performance appraisal input. Conduct analysis, definition, documentation, and testing of application and systems enhancements. Identify knowledge and documentation gaps and ensure up-to-date information is available through a knowledge repository. Be contactable for escalations and support on an on-call standby basis; perform assigned tasks on a 24x7 shifts basis when required. Experience Minimum 3–5 years of experience in the network and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs. Minimum 2–3 years of experience in ACM domain where applicable. Experience of working in the Airport / Airline industry. Knowledge & Skills Professional Competencies: Business Analysis Crisis Management Organisational Awareness Product/Solution Knowledge Resource Management Service Infrastruct/Platforms Service Management Process Core Competencies: Adhering to Principles & Values Communication Creating & Innovating Customer Focus Impact & Influence Leading Execution Results Orientation Teamwork Education & Qualifications Diploma / Certificate in Computer Science, Electronic Engineering or equivalent. Telecommunications in-country qualification. Applicable vendor/technology intermediate level certification or equivalent work experience. Industry certifications such as MCSA, MCTS, CCNA, Linux/Oracle, AIX Specialist. ITIL Foundation Certificate. What We Offer We’re all about diversity. We operate in 200 countries and speak 60 languages. We’re proud of our inclusive environment. Our offices are comfortable and fun places to work, and you can also work from home. Flex Week: Work from home up to 2 days/week (depending on team 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: Employee Assistance Program (EAP) for you and dependents 24/7, 365 days/year. Champion Health – a personalized platform for wellbeing needs. Professional Development: Training platforms, including LinkedIn Learning. Competitive Benefits: Competitive benefits aligned with local market and status. SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process. Seniority level Mid-Senior level Employment type Full-time Job function Management and Manufacturing Industries Pharmaceutical Manufacturing #J-18808-Ljbffr