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

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.

Role Summary

We are seeking a motivated Service Operations to join the PSO PAX organization. The ideal candidate combines an operational mindsetwith technical curiosity strong analytical thinking and hands-on scripting skills.

This role is perfect for someone early in their career who wants to grow into automation DevOps practices and deep application troubleshooting supporting missioncritical airport systems with high reliability and service excellence.

Key Responsibilities

Operational Support (Primary Scope)

• Monitor analyze and resolve incidents across PAX applications (e.g. Self-Service Bag Drop Touchpoints CUPPS/Smart Path EAM dashboards).
• Perform structured troubleshooting following proper sequencing (logs components dependencies integrations).
• Execute standard operating procedures (SOPs) runbooks and health checks.
• Escalate issues appropriately with clear technical notes and diagnostic details.

Application Troubleshooting

• Interpret application logs hardware connectors API flows and backend telemetry to identify root causes.
• Understand endtoend application flow (UI middleware backend hardware external systems).
• Work with SRE Engineering and Field Ops to support investigations and post-incident reviews.

Scripting & Automation

• Write maintain and improve scripts (PowerShell Python Bash or similar) to:
  • Automate repetitive operational tasks
  • Assist in log parsing telemetry extraction and data cleanup
  • Support deployment or configuration activities
• Contribute to early-stage automation initiatives (selfhealing routines proactive checks).

Continuous Improvement

• Participate in problem management identifying recurring issues.
• To support SRE;s and Senior colleagues in Document findings create knowledge base articles improve SOPs and support adoption of best practices.

Required Skills & Experience

Technical Skills

• 3-5 years in IT operations service support or application troubleshooting.
• Basic-to-intermediate scripting experience (PowerShell strongly preferred; Python is a plus).
• Understanding of application logs JSON/XML configuration files and service workflows.
• Familiarity with endpoint tools or monitoring platforms (TeamViewer DEX Nexthink ManageEngine or similar).
• Knowledge of OS fundamentals (Windows required; Linux optional but beneficial).

Operational Mindset

• Strong troubleshooting discipline: able to break down failures logically and follow proper sequencing.
• Comfortable working in structured ITIL-based operational environments (Incidents Problems Changes).
• High attention to detail especially in log review and technical analysis.

Behavioral & Soft Skills

• Curious self-driven eager to learn automation and advanced troubleshooting.
• Good communication skills to collaborate with crossfunctional teams (SRE Field Services Engineering).
• Ability to work in fast-paced support scenarios with a focus on accuracy and service quality.
• Ownership mindset willing to dig into issues and propose improvements.

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.