Associate Service Operations Specialist

Overview

WELCOME TO SITA

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

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 assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

About The Role & Team

Deliver operational support and proactive monitoring for Airport Hub (APH) infrastructure and related SITA services. The team ensures early detection of network issues, effective incident triage, and seamless customer service operations.

What You'll Do

Incident Management

• Respond to incidents identified through monitoring tools or user reports.
• Provide Service Operations support in line with SLAs and customer agreements.
• Track and manage incidents using ServiceNow.
• Handle communications with customers and internal stakeholders.
• Provide L1–L2 technical support.
• Coordinate investigations and escalate to ISPs or vendors as needed.
  
  

Monitoring & Performance Management

• Use Ngoss and other monitoring tools to continuously supervise the messaging environment.
• Detect, analyze, and resolve performance issues proactively.
  
  

Troubleshooting & Collaboration

• Perform initial troubleshooting across connectivity components such as routers, switches, and firewalls.
• Escalate issues to higher support tiers and collaborate with infrastructure, network, application, and development teams to resolve cross‑functional incidents.
  
  

Qualifications

EXPERIENCE

Preferable 3-4 year experience responsible for technical support activities LAN WAN equipment and/or in the Aircom & Messaging (ACM) domain.- Must have dealt directly with external customers delivering to SLAs.

Who You Are

• Good knowledge of networking protocols and technologies: TCP/IP, DNS, DHCP, BGP, OSPF, MPLS.
• Understanding of network security technologies: VPNs, firewalls, load balancers.
• Strong problem‑solving, communication, and teamwork skills.
• Experience with network monitoring tools (e.g., SolarWinds, Ngoss).
• Knowledge of security networking; hands-on experience is an advantage.
• Customer-focused mindset with proactive ownership.
• Ability to manage issues through to resolution.
• Willingness to work in a 24x7 shift environment.
  
  

CORE COMPETENCIES

• Adhering to Principles & Values
• Communication
• Creating & Innovating
• Customer Focus
• Impact & Influence
• Leading Execution
• Results Orientation
• Teamwork
  
  

Education & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Recognized industry certifications at beginner level- ITIL Foundation Certificate.
• Certifications such as CCNA, JNCIP, or PCNSE are highly desirable.
• Fresh graduates with internship experience are welcome to apply (0–1 year of experience).
  
  

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.

🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs)

⏰ Flex Day: Make your workday suit your life and plans.

🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.

🌿 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: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.

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