Senior Service Operations Specialist | Spécialiste principal, Opérations de services

Job summary

Overview 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% our employees and certified in most of ou…

Job details

Overview 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% 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. ABOUT THE ROLE The role of a Senior Specialist Service Operations is to ensure high service availability and operational excellence by maintaining critical systems, resolving complex escalated issues, and leading major incident resolution. The role drives root cause analysis and continuous service improvements to enhance system reliability, customer satisfaction, and business performance. WHAT YOU WILL DO: Lead Level 3 support for complex incidents, problems, and escalations. Own RCA/RFO investigations and drive corrective actions. Collaborate with SRE and Engineering teams to improve service reliability. Support change, release, and product transition activities. Enhance proactive monitoring and Operational Support Systems (OSS). Identify and implement automation opportunities to improve efficiency. Develop L3 technical expertise and strengthen team capability. Maintain and improve technical documentation and knowledge sharing. Provide operational support for critical incidents and on-call coverage. Drive continuous improvement by reducing escalations, improving problem management, and enhancing operational performance. Qualifications ABOUT YOUR SKILLS: Bachelor’s degree in Computer Science or a related field Strong Azure Cloud and Linux administration experience Knowledge of IBM MQ and messaging technologies Basic scripting skills (Bash, PowerShell, Python) Strong networking knowledge (TCP/IP, DNS, routing, troubleshooting) Experience with relational databases (Oracle, MariaDB, SQL Server) Excellent communication and customer-focused mindset Experience working in international and multicultural environments Self-motivated, independent, and committed to continuous learning Strong teamwork, leadership, and ownership skills, including shift-based support environments Nice to have: Airline or airport industry experience is an asset Experience with Grafana, Dynatrace, or similar monitoring tools Relevant certifications such as AZ-104, RHCSA/RHCE, IBM MQ, or ITIL Foundation are a plus WHAT WE OFFER We value diversity, operating in 200 countries and spanning 60 languages and cultures. Our inclusive offices are comfortable and fun, with the flexibility to work from home. Join our team and step closer to your best life. We're 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 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.

What you’ll do

Lead Level 3 support for complex incidents and drive root cause analysis to ensure high service availability. Collaborate with SRE and Engineering teams to implement automation and improve overall system reliability.

Requirements

Requires a Bachelor's degree in Computer Science and strong experience in Azure Cloud, Linux, and messaging technologies like IBM MQ. Candidates should possess strong networking knowledge and experience with relational databases.

Benefits

• Flex Week (Work from home up to 2 days/week) • Flex Day • Flex-Location (Up to 30 days a year work from anywhere) • Employee Assistance Program (EAP) • Champion Health wellbeing platform • Professional Development (LinkedIn Learning) • Competitive Benefits

Listed skills

• Continuous Improvement · Preferred
• Microsoft Azure · Preferred
• Technical · Preferred
• analysis · Preferred
• Health · Preferred
• Teams · Preferred
• DNS · Preferred
• Communication · Preferred
• Development · Preferred
• Root Cause Analysis · Preferred
• Linux · Preferred
• Customer · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Azure Cloud
• Linux Administration
• IBM MQ
• Bash
• PowerShell
• Python
• TCP/IP
• DNS
• Oracle
• MariaDB
• SQL Server
• Root Cause Analysis
• Incident Management
• Network Troubleshooting
• L3 Support
• Monitoring Tools