Senior Specialist/Engineer Service Operations
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.
At SITA we believe that creating and nurturing an inclusive culture is about who we are as an organisation, and as an employer. Diversity is more than a target to us, it’s a key part out of our collective identity and values.

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

The Role:
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 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.

Your role will involve:
Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).

Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations.

When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.

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.

Support the senior team members in the management reporting and co-ordination of day-day tasks during absence of the Lead Engineer.

Report and escalate to the next level those problems which cannot be fixed.

Perform assigned tasks on 13 x 7 shifts basis.


Experience, Knowledge and Skills
Minimum 3-5 years experience in the Network/Cloud support domain. Must have dealt directly with external customers delivering to SLAs.
Airline experience and/or ATI know-how, is good to have.
Cloud, Security and Network protocols.
Customer Service pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction.
Ability & 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 company management.
Ability to configure and troubleshoot Cloud , LAN and WAN Infrastructure. Exposure to ITIL and IT/network components and principles.
Demonstrated maturity in handling complex customer issues.
Ability to coach new joiners and to facilitate their integration into the team

We would like it if you have the below qualifications:
Degree or equivalent Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in-country qualification.
Recognized industry certifications such as CCNP R&S, PCNSA, PCCSA, NSE4.
ITIL Foundation Certificate.
If you apply, we will carefully review your fit against the position criteria and feedback to you. If your profile does not meet the criteria, we will retain your profile as an active applicant for future consideration. If you need direct support, you can contact me on Thanks for your interest in SITA.


Job Posting: Jul 19, 2019, 1:51:40 AM