Senior Service Operations Specialist (Windows | Linux | Application , OS & Infrastructure Support)

At SITA we keep airports moving airlines flying smoothly and borders open. Our technology and communication innovations power the success of the global air travel industry.

Youll find us in 95% of international airports working closely with over 2500 transportation and government clients. Each partnership brings unique challenges and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We dont just move the world forward-were proud to be recognized as a Great Place to Work by 79% of our employees and certified in most of our growing locations. Here we feel empowered supported and inspired to grow.

Are you ready to love your job

The adventure begins right here with you at SITA.

TheSenior Specialist Service Operationsis a highly experienced operational engineer withinPSO PAX responsible forendtoend technical ownershipadvanced troubleshooting andoperational excellenceacross missioncritical passenger processing systems.

This role goes beyond execution of SOPs. Senior Specialists act astechnical anchorswithin the Service Operations team leading investigations mentoring Specialists driving automation and problem management and partnering closely withSRE Engineering and Field Operationsto improve system reliability and reduce operational risk.

• Own complex and highimpact incidents across PAX applications (SBD CUPPS Touchpoints Smart Path Flex Maestro).
• Act astechnical leadduring Major Incidents (P1/P2) driving investigation coordination and recovery.
• Validate incident quality escalation paths and technical accuracy before handover to SRE or Engineering.
• Proactively identify operational risks and stability gaps based on incident trends and telemetry.

• Perform advanced root cause analysis across:
  • Application stacks
  • Middleware and integrations
  • Backend services and databases
  • Hardware interfaces and external airport systems
• Own theendtoend technical narrativeof incidents and problems (what failed why how it propagates).
• Support and sometimes leadpostincident reviews ensuring clear corrective and preventive actions.
• Serve as escalation point for Specialists during complex or ambiguous technical issues.

• Design and maintainproductiongrade automationusing PowerShell (primary) and Python (preferred).
• Lead automation initiatives such as:
  • Proactive health checks
  • Selfhealing workflows
  • Noise reduction and falsealert elimination
• Partner with SRE teams to translate operational pain points into automation or platform improvements.
• Review and improve scripts created by Specialists to ensure quality safety and reusability.

• Own or coownProblem Recordsfor recurring or systemic issues.
• Drive SOP runbook and knowledge base improvements with a focus on:
  • Clarity
  • Reusability
  • Shiftleft enablement
• Contribute to standardization initiatives across PSO PAX supporting the broader TOM and DevOps direction.
• Support deployment readiness and operational validation activities where required in alignment with PSO PAX expectations.

• Mentor and coach Service Operations Specialists:
  • Troubleshooting approach
  • Log analysis
  • Incident documentation quality
• Act as a role model for operational discipline ownership and technical rigor.
• Support Service Operations Managers with technical insight risk assessment and decision support.

• 5 years of experience in:
• Service operations
• Application support
• Systems or platform operations
• Strong scripting expertise:
• PowerShell (expert)
• Python (strongly preferred)
• Deep understanding of:
• Distributed application architectures
• APIbased integrations
• Windowsbased environments (Linux beneficial)
• Handson experience with monitoring and endpoint tools (e.g. Nexthink DEX EDR observability platforms).

• Proven ability to lead complex troubleshooting efforts under pressure.
• Strong ITIL knowledge with practical application in Major Incident and Problem Management.
• Ability to balance shortterm recovery with longterm reliability improvements.
• High standards for documentation automation quality and operational consistency.

• Clear technical communicator capable of explaining complex failures to both technical and nontechnical stakeholders.
• Ownershipdriven proactive and improvementoriented.
• Trusted technical advisor within Service Operations and across PSO PAX.

Degree or equivalent Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in-country qualification.- Recognized industry certifications such as MCSE MCITP CCNA/CCNP RHSCA AIX Advanced- ITIL Foundation Certificate

Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were 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 its 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 teams 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: At SITA we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning Microsofts Enterprise Skills Initiative and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling Harvard Business Publishing for people leadership Stanford for strategic development and many others we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

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 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.