Service Operations Specialist | Spécialiste en opérations de services

SITA Switzerland Sarl • Montreal, QC

23h • Hybrid

About The Position

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.

Requirements

• 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 Haves

• Familiarity with Open-source monitoring & observability tools such as OpenTelemetry, Grafana, Elastic.
• Relevant 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 Operational Support Systems (OSS).
• Escalate unresolved issues and support 24/7 operations when needed.

Benefits

• Employee Assistance Program (EAP)
• 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: Mid Level