Senior Service Operations Specialist | Spécialiste principal, Opérations de services

SITA Switzerland Sarl • Montreal, QC

2d • Hybrid

About The Position

The role of a Senior Specialist Service Operations is to ensure high service availability and operational excellence by maintaining critical systems, resolving complex escalated issues, and leading major incident resolution. The role drives root cause analysis and continuous service improvements to enhance system reliability, customer satisfaction, and business performance.

Requirements

• Bachelor’s degree in Computer Science or a related field
• Strong Azure Cloud and Linux administration experience
• Knowledge of IBM MQ and messaging technologies
• Basic scripting skills (Bash, PowerShell, Python)
• Strong networking knowledge (TCP/IP, DNS, routing, troubleshooting)
• Experience with relational databases (Oracle, MariaDB, SQL Server)
• Excellent communication and customer-focused mindset
• Experience working in international and multicultural environments
• Self-motivated, independent, and committed to continuous learning
• Strong teamwork, leadership, and ownership skills, including shift-based support environments

Nice To Haves

• Airline or airport industry experience is an asset
• Experience with Grafana, Dynatrace, or similar monitoring tools
• Relevant certifications such as AZ-104, RHCSA/RHCE, IBM MQ, or ITIL Foundation are a plus

Responsibilities

• Lead Level 3 support for complex incidents, problems, and escalations.
• Own RCA/RFO investigations and drive corrective actions.
• Collaborate with SRE and Engineering teams to improve service reliability.
• Support change, release, and product transition activities.
• Enhance proactive monitoring and Operational Support Systems (OSS).
• Identify and implement automation opportunities to improve efficiency.
• Develop L3 technical expertise and strengthen team capability.
• Maintain and improve technical documentation and knowledge sharing.
• Provide operational support for critical incidents and on-call coverage.
• Drive continuous improvement by reducing escalations, improving problem management, and enhancing operational performance.

Benefits

• Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year
• Champion Health - a personalized platform that supports a range of wellbeing needs
• Training platforms, including LinkedIn Learning
• Competitive benefits that make sense with both your local market and employment status

What This Job Offers

• Job Type: Full-time
• Career Level: Senior