Expert Service Operations

SITA; Delhi; Hybrid; INR 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Flex Week: Work from home up to 2 days/week

Flex Day: Adjust work hours

Flex-Location: Work from any location for 30 days a year

Employee Assistance Program (EAP)

Professional Development opportunities

Competitive Benefits

Job summary

SITA in Delhi is seeking a Service Operations professional to support diverse technical service operations for internal and external customers. The role requires 7+ years in Network/Cloud/Datacenter support along with strong troubleshooting skills.

Ideal candidates will have a degree in Computer Science or Electronic Engineering and recognized industry certifications. SITA offers a flexible working environment, allowing work-from-home options and a focus on employee wellbeing.

Qualifications

• 7+ years experience in the Network/Cloud/Datacenter support domain.
• Experience with external customers delivering to SLAs.
• Airline experience or ATI knowledge is a plus.

Responsibilities

• Provide Service Operations support to customers according to contracts.
• Ensure proper functioning and maintenance of systems and products.
• Act as the customer SPOC and coordinate interventions.

Skills

Cloud

Service Infrastructure platform

Networking concepts

Technical Communication

Troubleshooting skills

Problem solving mindset

Education

Degree in Computer Science or Electronic Engineering or equivalent Telecommunications

Recognized industry certifications (CCIE, PCNSE/PCNSA, Aruba, VMware AVI)

ITIL Foundation Certificate

Tools

Cisco ACI

Palo Alto

Nexus

SDWAN

Aruba

Cisco NCS

Genesys Pure Cloud solutions

Job description

Overview

WELCOME TO SITA. We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry. You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting‑edge tech to make their operations run like clockwork. Want to be a part of something big? 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. To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. To manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

Key Responsibilities

• Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).
• Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations.
• When required act as the customer SPOC and co‑ordinate the scheduling of intervention with Customer’s internal resolver groups and Major Incident Managers ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
• Carry out incident and problem management support to the highest standards and co‑ordinate the resolution with the appropriate resolver groups.
• Ensure shortest restoral times possible initiating the timely escalations to specialized resolver groups inside and outside SITA according to the customer contracts SLAs and monitoring requirements.
• Support team members in the management reporting and co‑ordination of day‑day tasks during absence of the Lead Engineer.
• Report and elevate to the next level like Vendor, SRE, Engineering etc. those problems which cannot be fixed.
• Engage and work with various Vendors for permanent fix on service operations.
• Review P1 & P2 in shift to qualify for problem & root cause & improvement opportunity.
• Required to work in shift & on Call as per operational roster needs to solve complex airport & airline incident and as well lead problem management.

Qualifications

Experience

• 7+ years experience in the Network/Cloud/Datacenter support domain. Must have dealt directly with external customers delivering to SLAs.
• Airline experience and/or ATI know‑how, is good to have.
• Expertise in troubleshooting Data center & Cloud setup technologies issues.
• Expertise in technologies like Cisco ACI, Palo Alto, Nexus, SDWAN, Aruba, Clear Pass, Cloud, Cisco NCS, Cisco IPT, Genesys Pure Cloud solutions.

Knowledge & Skills

• Cloud, Security and Networking concepts.
• Service Infrastructure platform.
• Service Management Process.
• Technical Communication.

Profession Competencies

• Applications Support.
• Product/Solution Knowledge.
• Service Infrastruct/Platforms.
• Service Management Process.
• Technical Communication.

Core Competencies

• Adhering to Principles & Values.
• Communication.
• Creating & Innovating.
• Customer Focus.
• Impact & Influence.
• Leading Execution.
• Results Orientation.
• Teamwork.
• Problem solving mindset.
• Troubleshooting skills.

Education & Qualifications

• Degree in Computer Science or Electronic Engineering or equivalent Telecommunications.
• Recognized industry certifications such as CCIE, PCNSE/PCNSA, Aruba, VMware AVI, CISCO ACI, CISCO NCS, Pure Cloud.
• 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.