Job Description

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Overview
WELCOME TO
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.
ABOUT THE ROLE & TEAM
We are seeking individual with strong experience in Service Management to manage, support and maintain critical IT systems providing services to various Airport/Airline Customer.
The primary focus of this role is to provide Level 2 support for customer application, network, and Server infrastructure as well as problem and incident management, ensuring timely resolution of issues to maintain smooth airport operations.
The role requires close coordination with internal teams and customers to ensure high availability and performance of IT services.
WHAT YOU'LL DO
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.

• 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.

Application Management

• Provide Level 2 technical support for a variety of business applications, acting as an escalation point for complex user issues.

• 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. 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).

• 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.

• Contribute to root cause analysis (RCA) and problem management efforts.

Qualifications
ABOUT YOUR SKILLS

• Bachelor's degree in computer science, Information Technology, or related field (or equivalent experience).

• Minimum of 5 years of proven experience in an IT System Administrator and application support role, or in a similar infrastructure-focused role.

• 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.

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.

• 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.

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've 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