Service Operations Specialist | Spécialiste en opérations de services

SITA Switzerland Sarl • Montreal, QC

3d • 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

• 2+ years of experience in Network, Cloud, or Datacenter support with direct customer interaction and SLA adherence.
• Strong understanding of Cloud, Security and networking protocols.
• Customer-focused mindset with ownership of issues until resolution.
• Ability to work effectively in teams and rotating shifts.
• Knowledge infrastructure, service management processes, and technical communication.
• Degree in IT/Engineering (or equivalent) with relevant certifications (e.g., CCNA, CCNP, Palo Alto, ITIL etc.).

Nice To Haves

• Airline or Air Transport Industry (ATI) knowledge is an asset.

Responsibilities

• Provide Service Operations support to customers in line with contracts and SLAs.
• Act as customer SPOC when required and coordinate interventions.
• Drive fast restoration through timely escalations.
• Enforce high standards across incidents handling.
• Proactively detect issues and lead diagnostics and resolution.
• Perform installations, repairs, and maintenance using approved tools.
• Escalate unresolved issues and support 24/7 operations when needed.

Benefits

• Employee Assistance Program (EAP)
• Champion Health
• 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