Associate Specialist/Engineer Service Operations
SITA
Montreal
16d ago

ABOUT US

Welcome to SITA... We lead one of the most exciting andadvanced industries on earth. Around the world, nearly every passenger flightrelies on SITA technology, almost every airport and airline does business withus, and it’s our job to support their operations.

As the world's leading airtransport IT and communications specialist, we’re committed to meeting thedemands of the air transport industry around the clock, every day.

OurVision : Easy air travel every step of the way

WHY SHOULD YOU BE INTERESTED?

With us there are no limits for people looking to explorethe edges of possibility and beyond. Together,we Go.Far.

Challenge : Our people take on some of thebiggest challenges in our industry. They aren't afraid to thinkbigger, work harder and deliver smarter solutions that are continuouslytransforming air travel.

Opportunity : Taking on these challenges opens upa world of opportunities for our people. We make sure they have the chance todevelop their skills, explore new horizons and grow their careers on a global scale.

Benefitsin the Canada

  • Competitive medical, dental, and vision plans
  • RRSPs with company matching contributions
  • Life and disability insurance
  • Incentive based wellness program
  • Stand by Buddy Pass Travel
  • Note that thesebenefits can change and some of these benefits have conditions’ and may notapply to all employees

    PURPOSE

    To assure SITA's competitive strength and business growththrough the provision of the highest quality technical Service Operations toSITA customers.

    Perform all Service Operations activities according to SITAstandards and procedures maximizing customer satisfaction by the delivery offirst class support activities.

    To provide the highest level of ServiceOperation availability ensuring Systems and Products are properly configuredand maintained.

    To assist the Service Operations team to ensure servicedelivery quality is maintained through direct assistance in implementing andimproving working processes and procedures.

    KEYRESPONSIBILITIES

  • Provide Service Operations support to internal andexternal customers in accordance with the terms of the customer contract and ServiceLevel Agreements (SLAs)
  • Carry out incident and problem management support to the highest standardsand co-ordinate the resolution with the appropriate resolver groups
  • Proactively detect problems related to service and infrastructure operationsand delivery services conduct diagnostics and provide service request ownershipto ensure resolution of customer problems
  • Perform Change Management Configurations Design and Implementation of thesupported Product & Systems
  • Manage local suppliers in the provision of services for the SITA ServiceOperations centers and report on services provided to management.
  • Continuously identify and document lessons learnt known errors andoperational knowledge for improved services
  • When / where required be contactable for escalations and support on and on-callstandby basis
  • Ability and motivation to work in a team and in rotatingshifts
  • EXPERIENCE

  • Minimum 2 - 5 years of experience in the infrastructuresupport domain.
  • Must have dealt directly with external customersdelivering to SLAs.
  • Minimum 2 - 3 years’ experience in Remote Server Management and systemsmonitoring
  • Experience of working in the Airport / Airline industry is a plus
  • Hands on experience in virtualization / Cloud / IaaS / DaaS
  • Exposure to ITIL and to IT and network components andprinciples
  • Experience in organizing the activity of a team and totaking ownership of issues until resolution
  • KNOWLEDGE & SKILLS

  • Diploma / Degree in Computer Science or equivalentin-country qualification.
  • Applicable vendor / technology intermediate level certification or equivalentwork experience in particular : VMware, MCSE, CCNA, RHCSA, Oracle DB, MS-SQL.
  • ITIL Foundation Certificate
  • Citrix / Cloud certifications are a plus
  • SITA is an Employment Equity Employerand values a diverse workforce. In support of our Employment Equity Program,women, Aboriginal people, members of visible minorities, and / or persons withdisabilities are encouraged to apply and self-

    identify in the applicationprocess.

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