Lead Site Reliability Engineer/ Expert

Overview
WELCOME TO SITA

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% of 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.

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
Site Reliability Engineer
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.

Work closely with Product T&E ICE & Service support architects for new product productization as SGS technical expert and bid.

Ensure Operations readiness to support new products.

Coordinate with internal and external stakeholders for feedback for continual service improvement for inscope products & drive plan till successful closure.

Accountable within SGS for the inscope product to ensure high availability performance.

Problem Management
Conduct thorough problem investigations and root cause analyses (RCA) to diagnose recurring incidents and service disruptions

Coordinate with incident management teams operations experts and collaborate with different 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 new release deployment 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 & process with delivery and lifecycle engineering communicate with stakeholders and continuously work with different stakeholders to improve deployment processes based on feedback.

DevOps/NetOps Management
Manage continuous integration and deployment (CI/CD) pipelines ensuring smooth integration between development and operational teams.

Automate operational processes monitor system performance and resolve issues related to automation scripts to increase efficiency.

Implement and manage infrastructure as code provide ongoing support for automation tools and continuously improve DevOps/Netops practices.

Qualifications
EXPERIENCE

• Min 8 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.

Knowledge & Skills
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

Education & Qualifications

• Bachelor's degree in Computer Science Information Technology Engineering or a related field.
• Advanced degree (Masters or equivalent) is often preferred for senior positions.
• Relevant certifications such as ITILCCNP/CCIE Palo Alto Security SASE SDWAN Juniper Mist/Aruba 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.

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.