Senior Expert 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

Responsible for the proactive support of products so that there is high product performance that is continuously improved. Responsible for identifying and resolving the root causes of operational incidents, implementing solutions to improve stability and prevent recurrence. Manages the creation and maintenance of the event catalog to trigger events and develops both manual remediation approaches and automated workflows to resolve alerts. Oversees the deployment of IT services and solutions, ensuring successful integration with minimal disruption. Focuses on operational automation and integration to enhance efficiency and collaboration between development and operations within service operations.

What will you do:

• Define, build, and maintain support systems to ensure high availability and performance.
• Handle complex cases for the PSO.
• Build events to add to the event catalog for the relevant product or application.
• Implement automation for system provisioning, self-healing, auto recovery, deployment, and monitoring.
• Perform incident response and root cause analysis for critical system failures.
• Monitor system performance and establish service-level indicators (SLIs) and objectives (SLOs).
• Collaborate with development and operations to integrate reliability best practices, including moving to zero downtime architecture.
• Proactively identify and remediate performance issues.
• Problem Management
• Conduct thorough problem investigations and root cause analyses (RCA) to diagnose recurring incidents and service disruptions.
• Coordinate with incident management teams and collaborate with PSO and Engineering teams to develop and implement permanent solutions.
• Monitor the effectiveness of problem resolution activities, provide regular reports on problem management activities, and ensure continuous improvement. Event Management
• Define and maintain an event catalog, specifying active events, thresholds, and relevant remediation, and optimize it for efficiency.
• Develop event response protocols, provide training to teams, and ensure quick and efficient handling of incidents.
• Collaborate with stakeholders to define events, ensure coverage across the PSO, and drive improvements based on post-event reviews and feedback. Deployment Management
• Own the quality of deployments for the PSO, ensuring a clear process and responsibilities are assigned for smooth implementation.
• Develop and maintain deployment schedules, conduct operational readiness assessments, and manage deployment risk assessments to ensure service stability.
• Oversee the execution of deployment plans, coordinate resources, communicate with stakeholders, and continuously improve deployment processes based on feedback. DevOps Management
• Manage continuous integration and deployment (CI/CD) pipelines, ensuring smooth integration between development and operational teams.

Qualifications:

EXPERIENCE, KNOWLEDGE & SKILLS

• Several years of experience in IT operations, service management, or infrastructure management, including roles such as Site Reliability Engineer, Problem Manager, or DevOps Manager.
• Proven experience in managing high-availability systems and ensuring operational reliability.
• Extensive experience in root cause analysis (RCA), incident management, and developing permanent solutions for recurring service disruptions.
• Hands-on experience with CI/CD pipelines, automation, system performance monitoring, and the implementation of infrastructure as code.
• Strong background in collaborating with cross-functional teams (development, operations, engineering, etc.) to improve operational processes and service delivery.
• Experience in managing deployments, risk assessments, and optimizing event and problem management processes.
• Familiarity with cloud technologies, containerization, and scalable architecture, including experience with zero-downtime deployment strategies

Functional Skills:

• Collaboration
• Stakeholder Management
• Service Design
• Project Management
• Communication
• Compliance & Risk Management
• Problem Solving
• Incident Management
• Change Management
• Innovation

Technical Skills:

• Cloud Infrastructure
• Automation & AI
• Operations Monitoring & Diagnostics
• Deployment
• Programming & Scripting Languages

Educational Background

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Advanced degree (Master's or equivalent) is often preferred for senior positions. Qualifications
• Relevant certifications such as ITIL, CompTIA Security+, or Certified Kubernetes Administrator (CKA).

• Certifications in cloud platforms (AWS, Azure, Google Cloud) or DevOps methodologies (e.g., Certified DevOps Professional).

• Certifications in specific tools like ServiceNow, Jira, or other relevant software platforms

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.