Associate Specialist Service Operations

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 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. KEY RESPONSIBILITIES Operational Support (Primary Scope) Monitor, analyse, and resolve incidents across PAX applications (e.g., Self-Service Bag Drop, Touchpoints, CUPPS/Smart Path, Flex etc.). Perform structured troubleshooting following proper sequencing (logs → components → dependencies → integrations). Execute standard operating procedures (SOPs), runbooks, and health checks. Escalate issues appropriately with clear technical notes and diagnostic details. Application Troubleshooting Interpret application logs, hardware connectors, API flows, and backend telemetry to identify root causes Understand end-to-end application flow (UI → middleware → backend → hardware → external systems). Work with SRE, Engineering, and Field Ops to support investigations and post-incident reviews. Scripting & Automation Write, maintain, and improve scripts (PowerShell, Python, Bash, or similar) to: Automate repetitive operational tasks Assist in log parsing, telemetry extraction, and data cleanup Support deployment or configuration activities Contribute to early-stage automation initiatives (self-healing routines, proactive checks). Continuous Improvement Participate in problem management, identify recurring issues through trend analysis. To support SREs and Senior colleagues in document findings, create knowledge base articles, improve SOPs, and support adoption of best practices. Support tool evaluations across endpoint monitoring, automation platforms, or observability solutions. Qualifications EXPERIENCE 2–3 years in IT operations, service support, or application troubleshooting. Basic-to-intermediate scripting experience (PowerShell strongly preferred; Python / Bash is a plus). Understanding of application logs, JSON/XML configuration files, and service workflows. Familiarity with endpoint tools or monitoring platforms (TeamViewer DEX, Nexthink, ManageEngine, or similar). Knowledge of OS fundamentals (Windows required; Linux optional but beneficial). Proven hands-on experience in administering Windows Server operating systems and Active Directory, including the design and deployment of Group Policies (GPO), as well as managing DNS and DHCP services in large-scale enterprise environments. KNOWLEDGE & SKILLS Windows Server Management SQL Server Administration ITIL Practices Cloud Technologies (Azure) PROFESSION COMPETENCIES Info Gathering&Processing Service Infrastruct/Platforms CORE COMPETENCIES Adhering to Principles & Values Communication Creating & Innovating Impact & Influence Leading Execution Results Orientation Teamwork EDUCATION & QUALIFICATIONS Recognized industry certifications at beginner level- ITIL Foundation Certificate 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. Starting Compensation Starting Compensation