Associate Service Operations Specialist

Job highlights

• Willingness to work in a 24x7 shift environment
• Recognized industry certifications at beginner level - ITIL Foundation Certificate. . Certifications such as CCNA,JNCIP,or PCNSE are highly desirable. . Fresh graduates with internship experience are welcome to apply (0-1 year of experience)
• Bachelors degree in Computer Science,Information Technology,or a related field.

Job Summary

Overview Welcome to SITA. 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 79% of 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.

Purpose

To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities. To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. To assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

About the Role

Team Deliver operational support and proactive monitoring for Airport Hub (APH) infrastructure and related SITA services. The team ensures early detection of network issues, effective incident triage, and seamless customer service operations.

What You'll Do

• Incident Management: Respond to incidents identified through monitoring tools or user reports.

• Provide Service Operations support in line with SLAs and customer agreements.

• Track and manage incidents using ServiceNow.

• Handle communications with customers and internal stakeholders.

• Provide L1-L2 technical support.

• Coordinate investigations and escalate to ISPs or vendors as needed.

• Monitoring: Use Ngoss and other monitoring tools to continuously supervise the messaging environment.

• Performance Management: Detect, analyze, and resolve performance issues proactively.

• Troubleshooting: Perform initial troubleshooting across connectivity components such as routers, switches, and firewalls.

• Collaboration: Escalate issues to higher support tiers and collaborate with infrastructure, network, application, and development teams to resolve cross-functional incidents.

Qualifications

• Experience: Preferable 3-4 year experience responsible for technical support activities LAN WAN equipment and/or in the Aircom Messaging (ACM) domain. Must have dealt directly with external customers delivering to SLAs.

Who You Are

• Good knowledge of networking protocols and technologies: TCP/IP, DNS, DHCP, BGP, OSPF, MPLS.
• Understanding of network security technologies: VPNs, firewalls, load balancers.
• Strong problem-solving, communication, and teamwork skills.
• Experience with network monitoring tools (e.g., SolarWinds, Ngoss).
• Knowledge of security networking; hands-on experience is an advantage.
• Customer-focused mindset with proactive ownership.
• Ability to manage issues through to resolution.
• Willingness to work in a 24x7 shift environment.

Core Competencies

• Adhering to Principles and Values
• Communication
• Creating
• Innovating
• Customer Focus
• Impact
• Influence
• Leading
• Execution
• Results Orientation
• Teamwork

Education Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Recognized industry certifications at beginner level - ITIL Foundation Certificate.
• Certifications such as CCNA, JNCIP, or PCNSE are highly desirable.
• Fresh graduates with internship experience are welcome to apply (0-1 year of experience).

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.