Senior Specialist/engineer Service Operations

Overview:
**WELCOME TO SITA**

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. Want to be a part of something big?

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

**PURPOSE**

To ensure SITA’s competitive edge and support business growth by delivering the highest quality technical Service Operations to SITA customers. Execute all Service Operations tasks in line with SITA’s standards and procedures, maximising customer satisfaction through the delivery of exceptional support services. Maintain the highest level of Service Operation availability by ensuring systems and products are correctly configured and well-maintained. Support the Service Operations team in upholding service delivery quality by actively assisting in the implementation and continuous improvement of processes and procedures

**_
WHAT YOU WILL DO:_**
- Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
- Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
- When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
- Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
- Ensure shortest restoral times possible initiating the timely escalations to specialized resolver groups inside and outside SITA according to the customer contracts SLAs and monitoring requirements
- To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance support and direct management.
- Proactively detect problems related to service and infrastructure operations and delivery services conduct diagnostics and provide service request ownership to ensure resolution of customer problems
- Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
- Report and escalate to the next level those problems which cannot be fixed
- Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
- Perform Change Management Configurations Design and Implementation of the supported Product & Systems
- Manage local suppliers in the provision of services for the SITA Service Operations centers and report on services provided to management.
- Continuously identify and document lessons learnt known errors and operational knowledge for improved services.

Qualifications:
**KEY RESPONSIBILITY**
- Administer and manage public cloud environments (AWS, Azure) with focus on performance, scalability, and cost optimization.
- Develop and maintain infrastructure as code using Terraform and implement robust CI/CD pipelines.
- Provide advanced troubleshooting for complex issues involving cloud platforms, network components, and virtualized infrastructure.
- Install, configure, and maintain Linux/Unix-based operating systems in enterprise environments.
- Collaborate with cross-functional teams to design and implement solutions tailored to business requirements.
- Act as a technical escalation point for critical customer incidents, ensuring ownership and resolution.
- Analyze and resolve complex problems related to servers, storage, virtualization, and connectivity.
- Follow and promote ITIL processes for incident, change, and problem management.
- Provide guidance and leadership to junior team members and take ownership of key operational initiatives.
- Engage in continuous service improvement by identifying and implementing enhancements to systems and processes

**KNOWLEDGE & SKILLS**
- ** Cloud Platforms**: Hands-on experience with Azure (preferably) and AWS public cloud services.
- ** Container Orchestration**: Strong experience with Docker and Kubernetes in production environments.
- ** CI/CD & IaC**: Strong knowledge of DevOps tools and methodologies, including experience with Terraform.
- ** Linux/Unix Systems**: Proficiency in installation, configuration, and maintenance.
- ** ITIL Framework**: Solid understanding of ITIL-based service management practices