Service Operations Specialist
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Job Summary
Were the team that keeps airports moving airlines flying smoothly and borders open. Our tech and communication innovations are the secret behind the success of the worlds air travel industry.
Youll find us at 95% of international hubs. We partner closely with over 2500 transportation and government clients each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big
Are you ready to love your job The adventure begins right here with you at SITA.
PURPOSE
The L2 Voice Operations position is a key role within the Command Center supporting SITAs global IP Telephony Unified Communications and Collaboration products and services. The Command Center provides end-to-end support to a worldwide customer base requiring high technical expertise to remain fully self-sufficient.
The primary focus is ensuring timely resolution of Level 2 incidents and implementing approved changes where applicable. As the specialist in IP Telephony Unified Communications and Collaboration the role is also accountable for driving resolution of major incidents in crisis situations.
KEY RESPONSIBILITIES
Provide customers with professional timely and effective technical expertise for IP Telephony Unified Communications and Collaboration services.
Support or provision customer voice network changes on time focusing on process improvement and first-time-right execution.
Own voice service incidents across complex topologies and apply a methodical problem-solving approach with escalation to suppliers as needed.
Implement change requests for Cisco AudioCodes SBCs and Genesys Cloud solutions.
Maintain an up-to-date customer voice topology database.
Actively contribute to process improvement and mapping within the ITIL framework.
Drive customer satisfaction by delivering high-quality support.
Understand complex integrations: Contact Center IP-PBX SIP Voice Gateway and network interconnection.
Support integrations with Cloud Service Providers (Genesys Microsoft etc.).
EXPERIENCE
Bachelors degree in Computer Science Data Communications Engineering or equivalent.
2 years of operational experience in a 24x7 environment.
Certifications: CCNA/CCNP Collaboration Networking (preferred).
Strong knowledge of Cisco ISR G2/G3 VG/CUBE.
Good knowledge of SIP H.323 MGCP SCCP ISDN.
Experience with VMware ESXi and Cisco UCS-C servers.
Good knowledge of Genesys Cloud Microsoft voice services and Cisco Unified Communications.
Knowledge of Cisco switches routers and firewalls.
Basic to intermediate knowledge of Linux SSH SFTP TFTP FTP DHCP NTP.
ITIL framework knowledge and operational best practices.
Strong customer-focused attitude problem-solving and root cause identification skills.
Excellent communication skills at all levels both internally and externally.
Team-oriented with the ability to influence and drive common goals.
KNOWLEDGE & SKILLS
Expertise in IP Telephony Unified Communications and Collaboration platforms.
VoIP protocols: SIP H.323 MGCP SCCP ISDN; advanced troubleshooting in mixed TDM/IP environments.
Customer service mindset: proactive ownership of incidents until resolution.
Ability to work in global 24x7 operations with rotating shifts.
Analytical and troubleshooting skills for complex voice network and UC issues with root cause analysis capability.
Collaboration skills with peers management customers and third-party providers.
Experience with ITIL processes.
Capable of mentoring and onboarding new team members.
Strong organizational skills to manage incidents and changes effectively.
PROFESSION COMPETENCIES
IP Telephony Unified Communications and Collaboration concepts.
Voice & UC Infrastructure platforms (CUCM CUBE Genesys Cloud AudioCodes SBCs).
Incident & Change Management processes (ITIL-based).
Strong technical communication skills for coordination with customers and suppliers.
CORE COMPETENCIES
Adhering to Principles & Values
Clear and Effective Communication
Customer Focus & Relationship Management
Problem Solving & Innovation
Impact & Influence in Major Incident Scenarios
Leading Execution in Crisis Mode
Results Orientation
Teamwork and Collaboration
EDUCATION & QUALIFICATIONS
Industry certifications: CCNA/CCNP Collaboration CCNP Enterprise (preferred).
ITIL Foundation Certificate.
Bachelors degree or equivalent diploma/certificate in Computer Science Electronic Engineering or Telecommunications.
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: Level up your skills with our training platforms including LinkedIn Learning!
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.
Required Experience:
IC
About Company
At SITA we lead one of the most exciting and advanced industries in the world. With us, there are no limits for people looking to explore the edges of possibility and beyond. We are the world’s leading specialist in air transport communications and information technology. Around the ... View more
