Job Description

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Overview
WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.
You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
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 manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.
The primary focus of this role is to provide level 2 support for customer application, network, and server ifrastructure as well as problem and incident management, ensuring timilt resolution of issues to maintain smooth airport operations.
The role requires close coordination wirh internal teams and customer and customers to ensure high availability and performance it IT services.
KEY RESPONSIBILITIES
Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)- Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations-
When required 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.-
Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups-
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-
To ensure the Service Operations team adheres 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 of customer problems-
Support the senior team members in the management reporting and co-ordination of day-day tasks during absence of the Lead Engineer- Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations- 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-
Perform Change Management Configurations Design and Implementation of the supported Product & Systems. To provide onsite support to Users during the cutover of the services- Continuously identify and document lessons learnt known errors and operational knowledge for improved services- When/where required be contactable for escalations and support on and on-call standby basis- When/where required perform assigned tasks on 24 x 7 shifts basis.
IT Infrastructure Management

• Develop and implement strategies for building, maintaining, troubleshooting, and upgrading the IT infrastructure, including servers, storage, cloud resources, and networking.
• Install, configure, troubleshoot, and maintain servers, operating systems, and related infrastructure to ensure high availability, stability, performance, and scalability.
• Monitor system performance and proactively troubleshoot complex issues across airport/airline IT systems, including applications, servers, networking components, system applications, and client devices.
• Apply operating system updates, patches, and configuration changes to maintain system health and ensure compliance.
• Oversee the deployment, maintenance, and lifecycle management of enterprise applications and critical business systems.
• Configure, monitor, and troubleshoot network devices such as routers, switches, and firewalls to ensure optimal connectivity and performance.
• Provide technical support and guidance to end users, ensuring prompt resolution of issues and consistent service quality.
• Enforce IT security policies, procedures, and best practices to safeguard systems and data.
• Support risk assessments and vulnerability scans activities and follow up for vulnerability closure.
• Perform robust data backup and restoration to safeguard against data loss, system outages, and cyber incidents.
• Regularly perform business continuity tests to ensure resilience and minimize downtime during operational disruptions.

Application Management

• Provide Level 2 technical support for a variety of business applications, acting as an escalation point for complex user issues.
• Proactively monitor application performance and stability, identifying potential issues before they impact users.
• Conduct thorough investigation of application logs to diagnose root causes of software and system errors.
• Resolve application-related incidents and service requests within agreed-upon Service Level Agreements (SLAs).
• Collaborate effectively with the Level 3 Development team to escalate, track, and resolve software bugs and system deficiencies.
• Document troubleshooting steps, resolutions, and common issues to build and maintain a comprehensive knowledge base.
• Participate in on-call rotation for critical application support, if required.
• Assist in the deployment of application updates and patches.

Incident Management

• Respond to and resolve technical incidents escalated from Level 1 support.
• Troubleshoot and resolve moderately complex issues related to infrastructure, applications, or services.
• Collaborate with Level 3 and other support teams to resolve high-priority incidents (P1/P2).
• Participate in incident bridge calls and coordinate resolution activities.
• Maintain detailed incident records in the ITSM system (e.g., ServiceNow,).
• Ensure all incidents are resolved within SLA and escalate appropriately when delays are expected.
• Communicate incident status and updates to stakeholders and users clearly and timely.
• Contribute to root cause analysis (RCA) and problem management efforts.
• Identify incident trends and recommend preventive measures to reduce recurrence.
• Create and maintain documentation, including standard operating procedures and knowledge base articles.

Reporting and Documentation

• Maintain comprehensive documentation of infrastructure architecture, system configurations, network diagrams, and internal procedures.
• Prepare and maintain periodic reports on system performance, security incidents, and project status updates to senior management and stakeholders

Qualifications
EXPERIENCE

• Minimum 3 -5 years of proven experience in in the network and/or application/system support domain, IT System Administrator and application support role, or in a similar infrastructure-focused role. Must have dealt directly with external customers delivering to SLAs.
• A background in hybrid IT environments (on-premises and cloud), with practical knowledge of virtualization platforms (e.g., VMware) and cloud services (e.g., AWS)
• Strong hands-on experience in managing and troubleshooting servers, network infrastructure, enterprise applications, and client systems in complex IT environments.
• Experience in operation and maintenance of airport IT systems, networking and airline-specific applications is highly preferred.
• A background in Airport IATA standards, airline infrastructure/applications, SBD, E-Gates, and airport passenger/baggage (Pax/Bags) systems would be an added advantage.

KNOWLEDGE & TECHNICAL SKILLS

• Proficiency in Windows and Linux server environments, including installation, configuration, and administration.
• Strong knowledge of networking concepts and protocols such as TCP/IP, DNS, DHCP, and VPN.
• Strong hardware knowledge such as server, router, switch etc.
• Knowledge on web server such as Apache, Tomcat.
• Familiarity with cloud platforms, including AWS, Azure, or Google Cloud, is an advantage.
• Hands-on experience with monitoring tools, backup solutions, and disaster recovery procedures.
• Solid understanding of cybersecurity principles, including access control, firewalls, and threat mitigation.
• Knowledge of industrial communication protocols such as HTTP / HTTPS, FTP / SFTP, Profibus and Profinet, as well as experience with PLC (Programmable Logic Controllers), would be added advantages.
• Troubleshooting on - Network, system applications, Hardware, Log management, Load balancer.

PROFESSION COMPETENCIES

• Applications Support
• Product/Solution Knowledge
• Service Infrastruct/Platforms
• Service Management Process
• Technical Communication

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 related field (or equivalent experience).

PREFERED CERTIFICATION

• AWS certifications (e.g., AWS Solutions Architect Associate/Professional).
• Experience with cloud security and monitoring tools (e.g., Datadog, Palo Alto, TrendMicro, CloudTrail).
• VMware Certified Professional (VCP)
• Cisco Certified Network Associate (CCNA) certification.

Work Environment:

• Onsite / Hybrid / Remote (based on company policy).
• May require after-hours or on-call availability during emergencies or upgrades.

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: Level up your skills with our training platforms, including LinkedIn Learning!
? 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.

Skills Required