Senior Analyst Customer Applications Support

2 days ago

Delhi, Delhi, India SITA Full time

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.

About The Role & Team
Our OptiFlight solution is a key pillar in SITA's commitment to greener, more sustainable aviation by enabling flight and air traffic optimization.

Responsibilities
Reporting to the Product Monitoring & Reporting Team Leader, the Operations Control Center (OCC) Team Leader will be responsible for the following key activities:

  • Serve as the entry point for L2 Support tickets on ServiceNow
  • Work within the Operations Control Center team, ensuring workload balance and high-quality results
  • Prepare monthly Savings Reports for validation with the Product Monitoring & Reporting Team
  • Provide support in managing incidents, including investigations and troubleshooting

You will collaborate with various functions within SITA FOR AIRCRAFT, such as Engineering & Technology, Product, and other colleagues across the company, located in more than 20 countries (Canada, United States, France, Switzerland, Germany, Singapore, United Arab Emirates, Spain, and others).

What You'll Do

  • Coordinate with OptiFlight Operations departments
  • Follow up with airlines on implementation success
  • Handle custom requests and analysis from airlines
  • Investigate application issues
  • Manage pilot communications (notifications and webinar meetings)
  • Support the OptiOps team in any way possible

Qualifications
ABOUT YOUR SKILLS

  • Minimum 3 years of experience in operations networks and application system support, with direct interaction with external customers and delivery to SLAs
  • Experience in airline operations
  • Proficiency with ServiceNow or similar applications. ITIL Certificate.
  • Bachelor's degree in Aeronautical Engineering

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.

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