Service Operations Specialist: Incident Response & Automation

SITA; Montreal; Hybrid; CAD 70,000 - 110,000; Full time

Benefits offered by this job

Flex Week

Flex Day

Flex-Location

Employee Wellbeing

Professional Development

Job summary

SITA is hiring for a Service Operations role in Montreal to ensure high-quality IT support aligned with SITA standards. You will maintain service availability, manage incidents, and support continuous improvements in operational processes and procedures.

The role emphasizes troubleshooting, automation, and collaboration with SRE, Engineering, and Field Operations to deliver reliable, first-class technical support for Pax applications and related systems.

Qualifications

• Bachelor's degree in Computer Science or equivalent experience.
• 1–2 years in application/system support, IT operations, or troubleshooting.
• Strong debugging using logs, JSON/XML, and incident investigation.
• Windows system support and basic networking knowledge (TCP/IP, DNS).
• ITIL-based operational knowledge; ITIL Foundation v4 or willingness to obtain.

Responsibilities

• Monitor, analyze, and resolve incidents across PAX applications (Self Bag Drop, Touchpoints, CUPPS/Smart Path).
• Troubleshoot applications using logs, components, APIs, telemetry, and end-to-end flows.
• Execute SOPs, runbooks, and health checks.
• Manage escalations with diagnostic data; collaborate with SRE, Engineering, and Field Operations.
• Develop scripts to support operational activities (PowerShell, Python, Bash).
• Automate repetitive tasks: log parsing, telemetry, data cleanup, deployment, configuration, checks.
• Participate in Problem Management and post-incident reviews.
• Document findings, create knowledge articles, improve SOPs and monitoring tools.

Skills

Troubleshooting

Analytics

Scripting

Education

BSc CS

Tools

PowerShell

Python

Bash

Windows

Networking

Job description

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.

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% 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.

About The Role

This role is to ensure high-quality Service Operations in line with SITA standards to support business growth and customer satisfaction by delivering reliable, first-class technical support. You will maintain high service availability through properly configured and maintained systems, while supporting the team in upholding service delivery quality. Also, you will contribute to continuous improvement of operational processes and procedures.

What You Will Do

• Monitor, analyze, and resolve incidents across PAX applications, including Self Bag Drop, Touchpoints, CUPPS/Smart Path
• Perform application troubleshooting using logs, components, dependencies, APIs, telemetry, and end-to-end application flows.
• Execute operational procedures, including SOPs, runbooks, and system health checks.
• Manage technical escalations with appropriate diagnostic information and collaborate with SRE, Engineering, and Field Operations.
• Develop and maintain scripts using PowerShell, Python, Bash, or similar technologies to support operational activities.
• Automate repetitive tasks including log parsing, telemetry extraction, data cleanup, deployment, configuration, and proactive checks.
• Participate in Problem Management to identify recurring issues, support investigations, and contribute to post-incident reviews.
• Drive continuous improvement by documenting findings, creating knowledge articles, improving SOPs and best practices, and supporting evaluation of monitoring, automation, and observability tools.
  
  

Qualifications

ABOUT YOUR SKILLS

• Bachelor’s degree in Computer Science or equivalent experience.
• 1–2 years of experience in application/system support, IT operations, or troubleshooting, including customer-facing support and SLA delivery.
• Troubleshooting and analytical skills, including application logs, JSON/XML configurations, service workflows, and incident investigation.
• Windows system support and basic networking knowledge, including TCP/IP, DNS, and connectivity.
• ITIL-based operational knowledge, including Incident, Problem, and Change Management; ITIL Foundation v4 certification or willingness to obtain.
• Strong communication, teamwork, and ownership, with scripting/automation capability and ability to work in fast-paced, cross-functional environments.
  
  

Nice to Have

• Airport/Airline industry experience and familiarity with endpoint/monitoring tools such as Nexthink, Workspace ONE, Altiris, TeamViewer DEX, or ManageEngine.
• Additional technical knowledge/certifications in Microsoft/Azure, Linux, VMware, Kubernetes, PowerShell, Python, or Bash.
  
  

What We Offer

We value diversity, operating in 200 countries and spanning 60 languages and cultures. Our inclusive offices are comfortable and fun, with the flexibility to work from home. Join our team and step closer to your best life.

We're 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 Employment Equity Employer and values a diverse workforce. In support of our Employment Equity Program, women, Aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.