Director
SITA
MONTREAL
3d ago

ABOUT US

Our connected aircraft solutions include the technology, applications and services we create in partnership with airlines, OEMs and airframers, to address the challenges and value-generating opportunities of the air travel industry.

Unlocking connected aircraft value : We empower the air transport industry through tailored nose-to-tail’ connectivity solutions that deliver true value.

This is connected aircraft innovation you can trust.

SITA FOR AIRCRAFT is the air travel industry’s trusted connected aircraft service expert. With its unrivaled industry-backed heritage, SITA FOR AIRCRAFT empowers 400+ airlines, 16,000+ aircraft and 30+ operators to navigate the complexity of connectivity and unlock connected aircraft value.

SITA FOR AIRCRAFT was born to drive new thinking and address challenges airlines face in ground and inflight connectivity.

We provide cockpit data services, air traffic management solutions, aircraft communications, and infrastructure solutions, alongside application development for both passengers and crew.

THE ROLE

Reporting to the VP of Operations, the Director, Service Operations is responsible for providing leadership and operational management for the Service Operations function, improving service availability, maintaining quality and delivering key services to the business at expected service levels.

The role is responsible for providing 24x7 support of the company’s Infrastructure and Application environment and will ensure that the staffing, training, processes, KPI reporting and tools are in place to deliver outstanding 24x7 service.

Your role will involve :

  • Establishes and oversees operational practices for monitoring and supporting the environment, along with performance metrics and service levels that meet the business needs as well as leading the management of incidents through resolution.
  • Manage and maintain a consistent level of service and best practices to achieve adherence to client Service Level Agreements and will help to establish, grow and nurture the customer-centric culture.
  • Set and execute the vision to transform NOC capabilities, process maturity, tools set and global reach.
  • Coordinate NOC personnel to ensure appropriate staffing and accessibility for continuous operation of mission critical production network and systems 24x7.
  • Develop process improvement for reporting, operational procedures and NOC tools assessment, responsible for SLAs, development and reporting on NOC metrics.
  • Develop accurate and timely communication between Operations, Engineering and Customer Service Support organizations.
  • Qualifications

    We would like it if you have the below qualifications and knowledge :

  • Ability to drive change in an environment in constant evolution and effectively communicate across the wider business
  • A sound understanding of networks, platforms, and products, and how these rely on and interact with each other, and how they deliver services to end customers, and how they relate to OLA metrics.
  • Strong problem-solving skills, critical thinking, excellent analytical ability, strong judgment, and the ability to deliver high performance and high levels of customer satisfaction in a matrix managed environment.
  • Proven knowledge of Incident Management, Major Incident, Crisis & Communication Processes.
  • Excellent group communication skills such as leading discussions, briefing sessions, forums, and telephone conferences
  • Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals.
  • Analyze and identify trends for process improvement as required

  • Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive progress in a high-pressure, dynamic, real-time environment.
  • Ability to handle conflict / difficult situations in a fast-paced dynamic environment, timely delivery, and maintain a methodical and calm approach while working under stressful situations.
  • Proven ability to perform and manage priorities within a consistent high-pressure, complex environment.

  • Ability to lead technical discussions with customers and internal teams, briefing sessions and phone conferences. Demonstrated ability to communicate effectively and confidently at all levels i.
  • e. in detail with technical staff / providers and in summary with senior management.

    Experience :

  • 5+ years Network Operations Centre experience in large scale, 24x7x365, mission critical enterprise heterogeneous infrastructure leveraging DevOps, SRE & Agile methodologies with B.
  • Tech. / B.E. degree in Electronics & Telecomm or Computer Science

  • Experience as an ongoing client contact with demonstrated success in applying knowledge to build a successful client relationship and deliver desired internal and client focused outcomes.
  • Extensive experience in all aspects of technology outages and stakeholder management
  • Strong experience in implementing and integrating systems / network monitoring solutions such as AppDynamics, NewRelic, SolarWinds, etc.
  • Experience in implementing ITSM frameworks (i.e. ITIL) and supporting tools such as ServiceNow, Remedy, etc. with a demonstrated understanding of ITIL methodologies, ITIL v3 or v4 certification
  • Experience in implementing and managing Incident Management processes and tools (i.e Everbridge, XMatters, etc.)
  • Experience in implementing service delivery metrics and reporting
  • NEXT STEPS

    If you apply we will review your fit against the position criteria and feedback to you. If your profile does not meet the criteria, we will retain your profile as an active applicant for future consideration. Thanks for your interest.

    SITA is an Employment Equity Employer and values a diverse workforce. In support of our Employment Equity Program, women, Aboriginal people, members of visible minorities, and / or persons with disabilities are encouraged to apply and self-identify in the application process.

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