Lead Service Operations
4d ago


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


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 the biggest challenges in ourindustry. They aren't afraid to think bigger, work harder and deliversmarter solutions that are continuously transforming air travel.

Opportunity : Taking on these challenges opens up a world of opportunitiesfor our people. We make sure they have the chance to develop 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


    To lead and assist the Service Operations team.

    Lead Problem management activities.

    Toassure SITA's competitive strength and business growth globally.

    Maximizing customer satisfaction by thedelivery of first-class support activities and integrating well in amulticultural, fast paced, international organization.


    When required act asthe customer SPOC and co-ordinate the scheduling of intervention withCustomer's internal resolver groups and the Service Desk ensuring the highestlevel of customer services and communications are maintained to resolve thefault and incident within the prescribed SLA.

    Carry out incident andproblem management support to the highest standards and co-ordinate theresolution with the appropriate resolver groups.

    Ensure shortestrestoral times possible initiating the timely escalations to specializedresolver groups inside and outside SITA according to the customer contractsSLAs and monitoring requirements.

    Support the senior teammembers in the management reporting and co-ordination of day-day tasks duringabsence of the Lead Engineer.

    Report and escalate tothe next level those problems which cannot be fixed.

    Works M-F NBH with on call support.

    Provide ServiceOperations support to L2 teams


    Minimum 8 years of experiencein the Network / Cloud support domain.

    Must have dealtdirectly with external customers delivering to SLAs.

    Airline experienceand / or ATI know-how, is good to have.


    Knowledge &understanding in one or several of the following domains :

    Cloud, Security and Network protocols.

    Customer Service pro-activeness and ownershipattitude and sense of service to support customers and own their issues untilresolution to their satisfaction.

    Ability & motivation to work in a team.

    Ability to analyze draw conclusions and createsolutions to customer's moderately complex problems.

    Ability to build relationships with peer andmanagement levels both with clients and the company management.

    Ability to configure and troubleshoot Cloud,LAN and WAN Infrastructure. Exposure to ITIL and IT / network components andprinciples.

    Demonstrated maturity in handling complexcustomer issues

    Ability to coach new joiners and to facilitate theirintegration into the team

    Ability to organize the activity of a team andto take ownership of issues until resolution.

    Core competencies

    Adhering to Principles& Values


    Education & Qualification

    Degree or equivalentDiploma / Certificate in Computer Science Electronic Engineering or equivalentTelecommunications in-country qualification.

    Recognized industrycertifications such as CCIE, CCNP R&S, PCNSE, NSE4, JNCIP, Riverbed.

    ITIL FoundationCertificate

    Job Posting

    May 23, 2019, 12 : 56 : 09 PM

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