ABOUT YOUR SKILLS:

• 2–3 years of experience in network and/or application/system support.
• Proven track record of working directly with external customers and meeting SLAs.
• 2–3 years of experience in the ACM domain (where applicable).
• Familiarity with operations in the Airport or Airline industry.
• Strong understanding of service delivery in high-availability environments.
• Diploma or certificate in Computer Science, Electronic Engineering, Telecommunications, or equivalent in-country qualification.
• Entry-level certification or equivalent experience in technologies such as MCSA, MCTS, CCNA, Linux/Oracle, or AIX.
• ITIL Foundation Certificate.

ABOUT THE ROLE & TEAM:

Ensure SITA’s growth by delivering high-quality technical Service Operations to customers.
Perform all activities to SITA standards, focusing on customer satisfaction and reliable support.
Maintain optimal availability of systems and products through proper configuration and upkeep.
Support continuous improvement of service delivery by enhancing processes and procedures.

WHAT YOU WILL DO:

• Provide Service Operations support to internal and external customers, following contract terms and SLAs.
• Ensure systems and products are functioning correctly and maintained to required standards.
• Act as the customer SPOC when needed, coordinating interventions with resolver groups and the Service Desk.
• Handle incident and problem management, ensuring issues are resolved or escalated promptly.
• Manage equipment replacement using spares and ensure timely stock replenishment based on policies.
• Monitor systems proactively, detect issues, perform diagnostics, and own service requests to resolution.
• Follow best practices and guidelines for installations, repairs, and infrastructure operations.
• Support service continuity by performing preventive maintenance and participating in change management.
• Coordinate with local suppliers and report service performance to management.
• Provide on-call or shift-based support when required and assist during service cutovers.
• Track Chronic issues and effectively communicate with the collective team on trends.
  Qualifications: