Associate Specialist Service Operations

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- Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities. Provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. 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.

KEY RESPONSIBILITIES

Providing support for Border Control devices such as Automated Border Control Gates and Kiosks deploy at multiple locations around the World, mainting continuity across these service and making sure the local teams can be supported remotely in restoring and maintaining service availability to meet customer and user needs to keep passengers moving safely and quickly through airport security.

Qualifications

Job Summary

As Portfolio Service Operations Engineer, you will work closely with development teams in an agile manner ensuring Border Automated Border Control (ABC) Products and Infrastrucutre are maintained to the highest standard. We are looking for a skilled Windows and Application Support Engineer to provide robust support for our organization's Windows infrastructure and applications. The ideal candidate will have hands-on experience in managing Windows servers, troubleshooting application issues, and maintaining system security and performance. This role is essential in ensuring the stability and efficiency of our IT environment, addressing technical issues promptly, and optimizing our infrastructure to support business operations, and allowing for the smooth running of our ABC service in Airports around the world.

Key Responsibilities

• Remote Operational Maintenance and Support
• Perform initiative-taking system monitoring, identifying, and addressing potential issues in ABC gates and kiosks before they affect operations.
• System Monitoring and Reporting
• Utilize monitoring tools to assess system availability, performance, and any potential security risks.
• Maintain detailed logs in the ticketing system, documenting incidents, resolutions, and service updates for compliance and continuous improvement.
• Continuous Improvement and Collaboration
• Work closely with the central IT support and engineering teams to identify trends and recurring issues, proposing improvements in system reliability and reducing service disruptions.
• Stay up to date on system upgrades, new features, and emerging technologies relevant to border control and self-service kiosks.
• System Administration :
• Maintain, monitor, and manage Windows-based systems, including Windows Server and desktop environments.
• Implement updates, patches, and configuration changes to ensure optimal performance and security.
• Perform regular system backups and recovery processes as needed.
• Application Support :
• Troubleshoot application errors and work with relevant stakeholders for resolution.
• Incident and Problem Management :
• Awareness
• Known Issues DB
• Reports
• Performance Optimization and Monitoring :
• Run basic performance report Around capacity planning
• Security and Compliance :
• Patching

Required Skills and Qualifications

Experience

Certifications (Preferred)