Senior Service Operations Specialist

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 assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities.n
- To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. n
- To 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.

**KEY RESPONSIBILITIES**:

- Handle complex incident management
- Monitor and manage day-to-day service operations to ensure the smooth functioning of systems and processes
- Coordinate with internal teams and external vendors to manage service requests, incidents, problems and ensure adherence to SLAs
- Analyze operational data to identify trends, bottlenecks, and areas for improvement in service processes
- Develop and maintain operational procedures to enhance efficiency and minimize service disruptions
- Collaborate with technical teams to address product-related service issues and recommend improvements
- Conduct root cause analysis for recurring incidents and work with problem management or expert service improvement on findings root cause to implement solutions
- Ensure documentation is up to date for all operational processes, incidents, and service management workflows
- Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency
- When/where required, be contactable for escalations and support, on and on-call standby basis during out of office hours.
- Deploy Changes as and when needed or based on business requirement

Qualifications:
**EXPERIENCE**
- Operating System: RHEL 7/8
- Database: Oracle 19c, RAC, DB/HSM Vault, Data Masking, GoldenGate, Active Data Guard
- Minimum 2 - 3 years experience in ACM domain, where applicable.
- Airline experience and/or ATI know-how

**Educational Background**
- Degree or equivalent in Computer Science

**Qualifications**
- Electronic Engineering or equivalent Telecommunications in-country degree qualification
- Recognized industry certifications such as RHCSA/RHCE, Oracle certified professional
- ITIL v4 Foundation Certificate

**WHAT WE OFFER**:
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really 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 it's like to join our team and take a step closer to your best life ever.

**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.