Sr Specialist - Data & BI
SITA
Montréal, QC
Profession: Service Operations

Work Location: Americas-Canada-Montreal

Schedule:Full-time

Description

Job Purpose

To be a member of a multidisciplinary team responsible for the operational support and performance of the SITA BI, Data and API products and services portfolio according to agreed SLA’s.

To be responsible for the monitoring, support and management of BI, Data and services, ensuring that all systems checks are completed and documented, and any service incidents are managed, resolved or escalated in a timely manner.

Ensure that adequate communication and notification is provided to the BI, Data and API customer/user community, detailing and reporting the necessary service information.

To contribute with operations, support colleagues to develop, maintain and improve our support processes for performance availability of the BI, Data and API portfolios.

Dimensions

Being a Global Service, there is the requirement to work irregular hours, due to the nature of our service, support and project work.
Provide 12 hour support according to roster.
Will require to work shifts (include weekends and public holiday).
Support BI, Data and API products
Ø Supporting Windows and Ubuntu Server

Ø Supporting Azure and AWS Services

Ø Supporting Data and BI technologies and tools.

Ø Supporting 3D Cameras and LiDar devices

Ø Supporting Machine Learning and AI Technologies

Qualifications

Key-result areas

Provide technical support to SITA BI, Data and API products
Identifies and prevents operational problems
Troubleshoot and diagnosis BI, Data and API related incidents / problems and work toward resolving the incident with the least amount of system downtime and impact to our customers.
Support the implementation of new customers, ensuring that all the necessary actions have been completed successfully.
Assist with the Planning, Testing, Configuration and Implementation of service improvements to the different environments making sure that the appropriate documentation is completed and communicate to the rest of the support team.
Work in cooperation with the Service Owner to ensure the integrity and availability of the platforms and environments.
Manage and coordinate incident tickets until resolution has been performed.
Assist System Integrators with solutions and deployment

Job contacts

Within SITA Outside SITA

SITA Airport Practice team Airport Authorities

SITA Network Operations Staff Airport/airline personnel

SITA on-site administrators 3rd Party Vendors

SITA Territory Managers Airline DCS

SITA Service Delivery Managers

SITA Project Managers

SITA Engineering/Development Teams

SITA Service Desks

SITA PSE

SITA Service Owner

Customers

All SITA customers serviced out of the SITA Command Center

Knowledge, skills and experience required

Education and training

Diploma/Degree in Computer Science, IT, Engineering (or equivalent)
Azure Administrator Certification is an asset
AWS Certified Cloud Practitioner is an asset
BI or Data certifications are an asset
ITIL Foundation certification is an asset
Knowledge and skills

Excellent customer focus, must have demonstrated customer service skills and the ability to interact with our customers in a professional, mature manner as well as dedication to providing superior service.
Effective communicator at all levels of the organisation and outside with customers or third parties
Proven track record in managing escalations with effective follow-up/follow-through
Demonstrated willingness to take incoming service requests without being prompted to by team members or Management
Accountability for resolving the trouble or request in a timely and complete fashion.
Strong analytic, problem solving and root cause identification skills.
Must be a team player and able to work with and through others.
Ability to influence others and move toward a common vision or goal.
Minimal 2 to 3 years of operational experience supporting mission critical systems.
Hands-on experience on Azure Services is a must.
Knowledge and expertise in AWS
Experience with instrumentation, monitoring, alerting, and responding relative to performance and availability of applications
Familiar Azure Monitoring and AWS Cloud Watch
Proven expertise in Server Administration: Microsoft and Linux / Ubuntu
Knowledge of Azure Active Directory, ARM templates, Azure Functions, Azure DevOps, Azure logic App, etc
Familiar with Containers and Kubernetes
Good knowledge of networking
Ability to troubleshoot data related issues
Have proven expertise in SQL and Non-SQL databases such as MS SQL, Casandra, Mongo DB is a must.
Have proven expertise in MS SQL query, views and stored procedures
Have proven expertise in BI tools such as Power BI and DAX
Knowledge of Azure data warehouse, Azure data lakes, ETL, etc
Knowledge and experience with REST APIs
Knowledge of Java or Python is an asset
Understanding of the concepts and principles behind DevOps, Continuous Delivery, Agile, Lean, etc.
Familiar with CI/CD tools
Job Posting: Oct 8, 2019, 9:22:20 AM