Service Operations Specialist

Overview WELCOME TO SITA

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

PURPOSE The L2 Voice Operations position is a key role within the Command Center, supporting SITA’s global IP Telephony, Unified Communications, and Collaboration products and services. The Command Center provides end-to-end support to a worldwide customer base, requiring high technical expertise to remain fully self-sufficient.

The primary focus is ensuring timely resolution of Level 2 incidents and implementing approved changes where applicable. As the specialist in IP Telephony, Unified Communications, and Collaboration, the role is also accountable for driving resolution of major incidents in crisis situations.

Key Responsibilities

• Provide customers with professional, timely, and effective technical expertise for IP Telephony, Unified Communications, and Collaboration services.
• Support or provision customer voice network changes on time, focusing on process improvement and first-time-right execution.
• Own voice service incidents across complex topologies and apply a methodical problem-solving approach with escalation to suppliers as needed.
• Implement change requests for Cisco, AudioCodes SBCs, and Genesys Cloud solutions.
• Maintain an up-to-date customer voice topology database.
• Actively contribute to process improvement and mapping within the ITIL framework.
• Drive customer satisfaction by delivering high-quality support.
• Understand complex integrations: Contact Center, IP-PBX, SIP, Voice Gateway, and network interconnection.
• Support integrations with Cloud Service Providers (Genesys, Microsoft, etc.).

Qualifications EXPERIENCE

• Bachelor’s degree in Computer Science, Data Communications, Engineering, or equivalent.
• 2+ years of operational experience in a 24x7 environment.
• Certifications: CCNA/CCNP Collaboration, Networking (preferred).
• Strong knowledge of Cisco ISR G2/G3 VG/CUBE.
• Good knowledge of SIP, H.323, MGCP, SCCP, ISDN.
• Experience with VMware ESXi and Cisco UCS-C servers.
• Good knowledge of Genesys Cloud, Microsoft voice services, and Cisco Unified Communications.
• Knowledge of Cisco switches, routers, and firewalls.
• Basic to intermediate knowledge of Linux SSH, SFTP, TFTP, FTP, DHCP, NTP.
• ITIL framework knowledge and operational best practices.
• Strong customer-focused attitude, problem-solving, and root cause identification skills.
• Excellent communication skills at all levels, both internally and externally.
• Team-oriented with the ability to influence and drive common goals.

Knowledge & Skills

• Expertise in IP Telephony, Unified Communications, and Collaboration platforms.
• VoIP protocols: SIP, H.323, MGCP, SCCP, ISDN; advanced troubleshooting in mixed TDM/IP environments.
• Customer service mindset: proactive ownership of incidents until resolution.
• Ability to work in global 24x7 operations with rotating shifts.
• Analytical and troubleshooting skills for complex voice, network, and UC issues with root cause analysis capability.
• Collaboration skills with peers, management, customers, and third-party providers.
• Experience with ITIL processes.
• Capable of mentoring and onboarding new team members.
• Strong organizational skills to manage incidents and changes effectively.

PROFESSION COMPETENCIES

• IP Telephony, Unified Communications, and Collaboration concepts.
• Voice & UC Infrastructure platforms (CUCM, CUBE, Genesys Cloud, AudioCodes SBCs).
• Incident & Change Management processes (ITIL-based).
• Strong technical communication skills for coordination with customers and suppliers.

CORE COMPETENCIES

• Adhering to Principles & Values
• Clear and Effective Communication
• Customer Focus & Relationship Management
• Problem Solving & Innovation
• Impact & Influence in Major Incident Scenarios
• Leading Execution in Crisis Mode
• Results Orientation
• Teamwork and Collaboration

Education & Qualifications

• Industry certifications: CCNA/CCNP Collaboration, CCNP Enterprise (preferred).
• ITIL Foundation Certificate.
• Bachelor’s degree or equivalent diploma/certificate in Computer Science, Electronic Engineering, or Telecommunications.

What We Offer We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

🏡 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: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

🚀 Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!

🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.