Expert Service Operations

WELCOME TO SITA SITA is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture. Ready to redefine air travel? The journey starts here, with you at SITA. ABOUT THE ROLE & TEAM: As Senior DevOps Operations Engineer, you will work closely with development teams in an agile manner ensuring Product development is delivered to our Operational Teams in a manageable and seamless way, through testing, implementing, and improving working processes and procedures we can ensure that product quality is maintained. We are looking for someone that is forward-thinking, has a wide-ranging skill set that covers both Development phases and Operational Support, from automation through to Live operational support and monitoring. A clear understanding, and working knowledge around release management, deployment, infrastructure provisioning and management, systems administration skills and understanding the fundamentals of security best practices is essential for this role. You will be accountable for providing the highest level of Service Operations availability, ensuring Systems and Products are properly configured, maintained, and monitored. Collaborating closely with the Production Support Teams helping manage and assisting those teams to ensure service delivery quality is maintained through a continual feedback loop. Assuring SITA's competitive strength and business growth, maximizing customer satisfaction through our Global Operations Teams by providing the Support Teams with the required skills and knowledge to deliver first-class support and stable products to SITA customers. Reporting to the Service Owner, you will be part of the Design Service Excellence Team responsible for performing all Service Operations activities according to SITA standards and procedures. WHAT YOU WILL DO: ·Work in an agile manner as part of a DevOps team to delivery projects faster and of greater quality to our customers ·Testing and validating Product and Support material through testing, to improve working processes and procedures as well as maintaining Product Quality ·Provide Service Operations support to internal and external customers in accordance with SLA on Border Management Products when necessary ·Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations. ·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 when/where required. ·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 ·Manage the replacement of faulty equipment through the use of spares and ensuring the timely replenishment the spare according to prescribed availability and sparing policy when/where applicable ·Ensure the Service Operational Teams adhere 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. ·Support the senior team members in the management reporting and co-ordination of day-day tasks. ·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. ·Carry out preventive and proactive maintenance, when/where required 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. ·Analysis of documentation through testing of application and system enhancements ·Provide support to local support teams during the cutover of the services ·Continuously identify and document lessons learnt known errors and operational knowledge for improved services ·Escalation point for support and on-call standby when/where necessary at pre-agreed times

SITA is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe.