Senior Voice Operations Specialist
Montréal, QC
Profession: Service Operations

Work Location: Americas-Canada-Montreal




Welcome to SITA... We lead one of the most exciting and advanced industries on earth. Around the world, nearly every passenger flight relies on SITA technology, almost every airport and airline does business with us, and it’s our job to support their operations. As the world's leading air transport IT and communications specialist, we’re committed to meeting the demands of the air transport industry around the clock, every day.

Our Vision: Easy air travel every step of the way


With us there are no limits for people looking to explore the edges of possibility and beyond. Together, we Go.Far.

Challenge: Our people take on some of the biggest challenges in our industry. They aren't afraid to think bigger, work harder and deliver smarter solutions that are continuously transforming air travel.

Opportunity: Taking on these challenges opens up a world of opportunities for our people. We make sure they have the chance to develop their skills, explore new horizons and grow their careers on a global scale.

Benefits in the Canada

  • Competitive medical, dental, and vision plans
  • RRSPs with company matching contributions
  • Life and disability insurance
  • Incentive based wellness program
  • Stand by Buddy Pass Travel
Note that these benefits can change and some of these benefits have ‘conditions’ and may not apply to all employees



To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities. To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. n- To manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures


  • Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).
  • Might be required to travel within Canada or overseas to perform migrations related to projects.
  • Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups.
  • 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.
  • To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance support and direct management.
  • When/where required perform assigned tasks on 13 x 7 shifts basis.
  • Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).

  • Minimum 3-5 years’ experience in the Voice and Network support domain.
  • Must have dealt directly with external customers delivering to SLAs.
  • Experience with Genesys, good to have.

  • Knowledge and ability to configure and operate Cisco UC solution (CSR 10.0+)
including CUCM, CUC, IMP, UCCX/Finesse, Jabber, VG and endpoints.

  • Knowledge and ability to configure and operate Cisco ISR G2/G3 as VG/CUBE.
  • Ability to troubleshoot Voice/UC incidents based on the knowledge of diverse network protocols and debugging tools.
  • Ability to identify and isolate network/firewall issues from voice issues.
  • Knowledge of SIP / H.323 / MGCP / SCCP / ISDN.
  • Knowledge of Cisco switches, routers and firewalls.
  • Good to have the knowledge of VMware ESXi and Cisco UCS-C server.
  • Good to have the knowledge of Microsoft AD, LDAP and ADFS.
  • Good to have the knowledge of Linux SSH / SFTP / TFTP / FTP / DHCP / NTP.
  • Demonstrated maturity in handling complex issues and demanding customers.
  • Ability to analyze, draw conclusions, and create solutions to customer's complex problems.
  • Ability to organize the activity of a team and to take ownership of issues until resolution.
  • Ability to build relationships with peer and management levels both with clients and the company management.
  • Knowledge of ITIL, IT and network components and principles.
Core competencies

  • Product/Solution Knowledge
  • Service Infrastructure/Platforms
  • Service Management Process
  • Technical Communication
Education & Qualification

  • Degree or equivalent Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in-country qualification
  • Recognized industry certifications such as CCNP/CCIE Collaboration/Voice, CCNP R&S, CCNA
  • Linux/Oracle entry level
  • ITIL Foundation Certificate
SITA is an Employment Equity Employer and values a diverse workforce. In support of our Employment Equity Program, women, Aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.


Job Posting: Feb 22, 2019, 10:23:21 AM