Service Operations Specialist | Remote & 24/7 Support

SITA Group; Montreal (administrative region); Hybrid; CAD 85,000 - 120,000; Full time

Benefits offered by this job

Flex Week: Work from home up to 2 days

Flex Day: Flexible work hours

Flex-Location: up to 30 days remote

Employee Wellbeing: EAP & Champion健康

Professional Development: LinkedIn学习平台

Competitive Benefits

Job summary

SITA is recruiting for a Service Operations role in Canada to ensure high-quality support and reliable systems in line with SITA standards. You will work to maintain service availability and support business growth while upholding contract SLAs.

Collaborate with SRE and Engineering teams to improve reliability, act as a customer SPOC, drive rapid restoration, and lead diagnostics and resolution. This role demands proactive monitoring and strong ownership across incidents.

Qualifications

• University degree in Computer Science or a related field.
• 2+ years of experience with Containers (Docker or Kubernetes), Cloud (Azure or Amazon) and related monitoring tools.
• Basic scripting (Bash or Python) skills and ability to learn more.
• Self-motivated, independent, and committed to continuous learning.
• Customer-focused mindset with ownership of issues until resolution.
• Ability to work effectively in teams and rotating shifts.
• Nice to have: familiarity with OpenTelemetry, Grafana, Elastic.
• Certifications such as AZ-104, or ITIL Foundation are a plus.

Responsibilities

• Provide Service Operations support to customers in line with contracts and SLAs.
• Collaborate with SRE and Engineering teams to improve service reliability.
• Act as customer SPOC when required and coordinate change, release, and product transition activities.
• Drive fast restoration through timely escalations.
• Enforce high standards across incidents handling.
• Proactively detect issues and lead diagnostics and resolution.
• Enhance proactive monitoring and OSS.
• Escalate unresolved issues and support 24/7 operations when needed.

Skills

Containers (Docker or Kubernetes)

Cloud (Azure or AWS)

Scripting (Bash or Python)

Customer-focused mindset

Team collaboration & rotating shifts

Self-motivated & continuous learning

Education

Bachelor's degree in Computer Science or related

Tools

AZ-104

ITIL Foundation

OpenTelemetry

Grafana

Elastic

Job description

SITA is recruiting for a Service Operations role in Canada to ensure high-quality support and reliable systems in line with SITA standards. You will work to maintain service availability and support business growth while upholding contract SLAs.

Collaborate with SRE and Engineering teams to improve reliability, act as a customer SPOC, drive rapid restoration, and lead diagnostics and resolution. This role demands proactive monitoring and strong ownership across incidents.