Senior Specialist/Engineer Service Operations

SITA

  • Doha, Qatar
  • Permanent
  • Full-time
  • 17 hours ago
Job Description:OverviewWELCOME TOWe'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.ABOUT THE ROLE & TEAMAs a Senior Specialist/Engineer in Service Operations, you will ensure SITA's competitive edge and business growth by delivering top-notch technical Service Operations to SITA customers. You will perform all Network Service Operations activities in line with SITA standards and procedures, aiming to maximize customer satisfaction through first-class support activities. This role also involves close collaboration with other support teams to meet key KPIs, prioritize Incidents, Problems, and Changes. Your goal will be to maintain the highest level of Service Operation availability by ensuring that Systems and Products are properly configured and maintained. Please note that the Job title on SITA contract for this role will be Senior Specialist/Engineer Service Operations as aligned with our internal career framework.WHAT YOU’LL DO
  • Provide Network Operations support to internal and external customers in line with contractual obligations and Service Level Agreements (SLAs).
  • Maintain and ensure the proper functioning of all systems supported by Service Operations.
  • Manage and resolve incidents and service changes within agreed SLA timeframes.
  • Perform incident and problem management, coordinating with resolver groups to ensure timely resolution and escalating issues that cannot be fixed.
  • Minimize service downtime by initiating timely escalations to specialized resolver groups inside and outside SITA, in accordance with SLAs and monitoring requirements.
  • Oversee the replacement of faulty equipment and ensure spare parts are replenished as per availability and sparing policies.
  • Proactively identify and diagnose potential service and infrastructure issues, taking ownership of service requests to ensure resolution.
  • Perform preventive and proactive maintenance of equipment and monitor systems and services in line with schedules and customer expectations.
  • Manage relationships with local suppliers, monitoring their performance and reporting to management.
  • Provide guidance and support to ensure the Service Operations team upholds the highest standards in incident and problem handling.
  • Document lessons learned, known errors, and operational insights to drive continuous improvement of services.
QualificationsABOUT YOUR SKILLS
  • Minimum 6–10 years of professional experience in Qatar
  • Cisco CCNP (Routing & Switching) certification
  • Proven hands-on experience with VMware, along with relevant certifications
  • Proven hands-on experience with Red Hat, along with relevant certifications
  • Experience with monitoring tools such as Nagios and Dynatrace
  • Applicant must be a resident in Qatar
NICE-TO-HAVE
  • Cisco CCIE (Routing & Switching) certification
  • Strong knowledge of network security
WHAT WE OFFERWe’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’ve 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