Graduate Service Operations

5 months ago

Montréal, Canada SITA Switzerland Sarl Full time

Overview:
**_
WELCOME TO SITA_**

**Ready to redefine air travel? The journey starts here, with you at SITA.**

**_
ABOUT THE ROLE & TEAM:_**

As part of the Service Operations team at SITA Global Services (SGS), you will play a pivotal role in ensuring the company's competitive strength and business growth by delivering top-tier technical support to SITA's customers.

Reporting to the Manager, Service & Infrastructure Operations, your primary responsibility will be to perform all Service Operations activities in accordance with SITA standards and procedures, with a key focus on maximizing customer satisfaction through the delivery of exemplary support services.

**_
WHAT YOU WILL DO: _**
- Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).
- Ensure shortest restoral times possible initiating the timely escalations to specialized resolver groups inside and outside SITA according to the customer contracts SLAs and monitoring requirements.
- Proactively detect problems related to service and infrastructure operations and delivery services conduct diagnostics and provide service request ownership to ensure resolution of customer problems.
- 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 in accordance with agreed schedules and customer expectations.
- 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 and report on services provided to management.
- Continuously identify and document lessons learnt known errors and operational knowledge for improved services.
- When/where required perform assigned tasks on 13 x 7 shifts basis.
- Work from home & office on a hybrid basis.

Qualifications:
**_
EXPERIENCE:_**
- Proven knowledge and understanding of Network protocols and technologies (e.g., TCP/IP Suite, routing protocols, etc.) as well as beginner level knowledge of Network security products and technologies (e.g., Cisco ASA, Palo Alto, Fortinet).
- Ability and motivation to work in a team and in rotating shifts.
- Ability to analyze draw conclusions and create solutions to customer's moderately complex problems.
- Ability to build relationships with peer and management levels both with clients and the colleagues.
- Network Services product and service knowledge in several at intermediary and advanced levels.
- Exposure to ITIL and to IT and network components and principles.
- Excellent verbal & written proficiency in English.
- A bachelor’s degree relevant to the role.

**_
NICE-TO-HAVE:_**
- Prior relevant experience is an asset.
- Preferred, though not required, to possess recognized industry-standard certifications (e.g., ITIL, CompTIA, CCNA, JCIA, PCNSA, FCNSA, etc.).

**_
WHAT WE OFFER:_**

At SITA, we disrupt the status quo, by empowering our people to pioneer innovations that touch the lives of billions. Bringing together diverse minds from across the globe, we foster a dynamic and positive workplace culture, that values our talented team members for their contributions and dedication. Check out our core global benefits, enabling our people across the globe:
**Flex Week**:Work from home up to 2 days/week (depending on the needs of your team and your customers).
- **Flex Day**: Shape your workday to suit your life and your 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), available to you and your dependents 24/7, 365 days a year, and Champion Health - a personalized, proactive platform to support diverse wellbeing needs.

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

**Competitive Benefits**: Access competitive benefits tailored to the local market and your employment status.

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