Senior Service Operations Specialist (Windows System Administration)

SITA • Cairo, GA

74d • Remote

About The Position

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 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.

Requirements

• Degree in Computer Science in Electronic Engineering or equivalent.
• 4-5 years of experience in Windows System Administration.
• Experience and knowledge of database technologies, especially Microsoft SQL Server.
• Working experience on Azure Services, especially ARM templates, as well as AWS.
• Proven experience operating and supporting mission-critical applications.
• Proven experience in problem-solving issues on globally distributed systems and critical product service environment.
• Experience in organizing activities with other stakeholders while maintaining ownership of issues till resolution.
• Exemplify improvement of procedures and tools to reduce efforts and improve quality.

Nice To Haves

• Knowledge of ITIL frameworks and best practices.
• Experience in the airline industry.

Responsibilities

• Ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support, and direct management.
• 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.
• Act as the customer SPOC and coordinate the scheduling of intervention with Customer, internal resolver groups, and the Service Desk ensuring the highest level of customer service and communications are maintained.
• Carry out incident and problem management support to the highest standards and coordinate the resolution with the appropriate resolver groups.
• Ensure the shortest restoral times possible, initiating timely escalations to specialized resolver groups inside and outside SITA.
• Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics, and provide service request ownership.
• Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations.
• Use appropriate tools and equipment to perform installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines.
• Report and escalate to the next level those problems which cannot be fixed.
• Carry out preventive and proactive maintenance of equipment and monitoring of systems and services.
• Perform Change Management, Configurations, Design, and Implementation of the supported Products & Systems.
• Continuously identify and document lessons learned, known errors, and operational knowledge for improved services.
• Be contactable for escalations and support, on and on-call standby basis.
• Perform assigned tasks on a 24 x 7 shift basis.

Benefits

• Diversity in the workplace with operations in 200 countries and 60 different languages and cultures.
• Inclusive environment.
• Comfortable and fun office spaces with work from home options.
• Flex Week: Work from home up to 2 days/week.
• Flex Day: Make your workday suit your life and plans.
• Flex Location: Work from any location in the world for up to 30 days a year.
• Employee Assistance Program (EAP) for wellbeing support.
• Champion Health platform for personalized wellbeing needs.
• Professional Development opportunities including LinkedIn Learning.
• Competitive benefits aligned with local market and employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees