Specialist Service Operations - Multiple Teams

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.

ABOUT THE ROLE & THE TEAM

Role Summary

We are seeking a motivated Service Operations to join the PSO PAX organization. The ideal candidate combines an operational mindset with technical curiosity, strong analytical thinking, and hands-on scripting skills.

This role is perfect for someone early in their career who wants to grow into automation, DevOps practices, and deep application troubleshooting, supporting mission‑critical airport systems with high reliability and service excellence.

Key Responsibilities

Operational Support (Primary Scope)

• Monitor, analyze, and resolve incidents across PAX applications (e.g., Self-Service Bag Drop, Touchpoints, CUPPS/Smart Path, EAM dashboards).
• Perform structured troubleshooting following proper sequencing (logs → components → dependencies → integrations).
• Execute standard operating procedures (SOPs), runbooks, and health checks.
• Escalate issues appropriately with clear technical notes and diagnostic details.

Application Troubleshooting

• Interpret application logs, hardware connectors, API flows, and backend telemetry to identify root causes.
• Understand end‑to‑end application flow (UI → middleware → backend → hardware → external systems).
• Work with SRE, Engineering, and Field Ops to support investigations and post-incident reviews.

Scripting & Automation

• Write, maintain, and improve scripts (PowerShell, Python, Bash, or similar) to:
  • Automate repetitive operational tasks
  • Assist in log parsing, telemetry extraction, and data cleanup
  • Support deployment or configuration activities
• Contribute to early-stage automation initiatives (self‑healing routines, proactive checks).

Continuous Improvement

• Participate in problem management, identifying recurring issues.
• To support SRE;s and Senior colleague's in Document findings, create knowledge base articles, improve SOPs, and support adoption of best practices.

Qualifications

Required Skills & Experience

Technical Skills

• 3-5 years in IT operations, service support, or application troubleshooting.
• Basic-to-intermediate scripting experience (PowerShell strongly preferred; Python is a plus).
• Understanding of application logs, JSON/XML configuration files, and service workflows.
• Familiarity with endpoint tools or monitoring platforms (TeamViewer DEX, Nexthink, ManageEngine, or similar).
• Knowledge of OS fundamentals (Windows required; Linux optional but beneficial).

Operational Mindset

• Strong troubleshooting discipline: able to break down failures logically and follow proper sequencing.
• Comfortable working in structured ITIL-based operational environments (Incidents, Problems, Changes).
• High attention to detail, especially in log review and technical analysis.

Behavioral & Soft Skills

• Curious, self-driven, eager to learn automation and advanced troubleshooting.
• Good communication skills to collaborate with cross‑functional teams (SRE, Field Services, Engineering).
• Ability to work in fast-paced support scenarios with a focus on accuracy and service quality.
• Ownership mindset — willing to dig into issues and propose improvements.

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.