Specialist(Devops, Public cloud)

SITA-posted 2 months ago

Mid Level

Remote • Cairo, GA

1,001-5,000 employees

Professional, Scientific, and Technical Services

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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.

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's internal resolver groups and the Service Desk
Carry out incident and problem management support to the highest standards and coordinate the resolution with the appropriate resolver groups
Ensure shortest restoral times possible initiating timely escalations to specialized resolver groups inside and outside SITA
Ensure the Service Operations team adheres to the highest working standards for all incidents and problems
Proactively detect problems related to service and infrastructure operations and delivery services
Use appropriate tools and equipment to perform installation intervention and repairs
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 Product & Systems
Manage local suppliers in the provision of services for the SITA Service Operations centers
Conduct analysis, definition, documentation, and testing of application & systems enhancements
Continuously identify and document lessons learnt, known errors, and operational knowledge for improved services

Minimum 3 - 5 years of experience in the Open Systems Infrastructure / System support domain
Must have dealt directly with Internal/external customers delivering to SLAs
Minimum 2 - 5 years of experience in Server Management and Support
Minimum 2 - 5 years of experience in Virtualization
Strong work experience in Cloud & Virtualization concepts (IaaS / DaaS / PaaS / SaaS)

Knowledge and understanding in installation and configuration of end user applications and software
Ability to analyze, draw conclusions, and create solutions to customer's complex problems
Knowledge and ability to solve complex issues in Servers and Virtualization
Ability to build relationships with peer and management levels both with clients and the company management
Knowledge and ability to install, configure, and maintain operating systems including Windows / Linux / Unix
Expertise in Citrix DaaS products and its sub products are highly desirable (Citrix Xen Desktop, XenAppServer, Netscaler)
Ability to troubleshoot end to end on complex Cloud end user issues
Thorough understanding of ITIL processes
Well versed in IT, Network components and principles
Demonstrated maturity in handling complex customer issues and demanding customers
Ability to organize the activity of a team and to take ownership of issues until resolution
Ability to troubleshoot LAN topologies based on TCP/IP
Knowledge and hands-on experience managing/administering Public Cloud (AWS, Azure, Google Cloud)
To effectively work with a CI/CD (Continuous Integration/Continuous Deployment) pipeline for Azure & AWS
Good understanding of Container orchestration (Docker, Kubernetes)

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: Employee Assistance Program (EAP) for you and your dependents 24/7, 365 days/year
Professional Development: Training platforms including LinkedIn Learning
Competitive Benefits: Competitive benefits that make sense with both your local market and employment status

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