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 2,500 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.

To assure SITAs 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.

Key Responsibilities

• Provide second-level application support for Sitas Messaging customers, ensuring services are delivered in line with contractual obligations and agreed Service Level Agreements (SLAs).
• Act as a single point of contact (SPOC) when required, coordinating with customers, internal resolver groups, Engineering and the Service Desk to drive timely resolution of incidents while maintaining excellent communication and customer experience.
• Perform incident and problem management to the highest standards, ensuring root causes are addressed, corrective actions are implemented, and escalation is initiated when necessary to meet SLA commitments.
• Proactively monitor, detect, and diagnose service or infrastructure issues; take ownership of service requests and follow through to resolution.
• Support change management activities, including configuration, design, and implementation of the supported application and systems.
• Carry out preventive and proactive maintenance activities, ensuring system stability and minimizing service disruptions.
• Adhere to industry best practices and SITA operational guidelines to ensure quality service delivery.
• Report and escalate unresolved issues promptly to higher-level support or engineering teams.
• Document and share lessons learned, known errors, and operational knowledge to improve processes and reduce repeat incidents.
• Collaborate closely with Product, Engineering, and other resolver groups to continuously improve service efficiency and customer satisfaction.
• Participate in shift coverage 24x7 as required to ensure uninterrupted customer support.

Experience

• Minimum of 2 years’ experience in a technical customer support role, ideally within the airline industry, messaging systems, or similar mission-critical application environments.
• Proven experience in application support and troubleshooting, with the ability to analyze complex technical issues and drive timely resolution.
• Exposure to working in a 24/7 operational support model, including handling high-priority incidents and coordinating across multiple teams to ensure service continuity.
• Demonstrated ability to provide remote support to global customers, maintaining professionalism and clear communication under pressure.

Knowledge & Skills

• ITIL v4 Foundation strong understanding of incident, problem, and change management processes.
• Operating Systems & Administration hands-on experience with Windows Server management; familiarity with Linux is considered an advantage.
• Cloud Platforms working knowledge of Microsoft Azure services.
• Scripting & Automation ability to write and maintain basic automation scripts using Shell,bash or Python.
• Database Management working knowledge of SQL and MongoDB is a plus.
• Customer Service Excellence strong communication and interpersonal skills, with the ability to handle customers professionally under pressure.
• Problem-Solving analytical mindset with proven ability to resolve complex technical issues efficiently.
• Strong technical aptitude and eagerness to learn new tools, technologies, and applications.

Professional Competencies

• Information Gathering & Processing – ability to collect, analyze, and interpret technical and operational data to support effective troubleshooting and decision-making.
• Service Infrastructure & Platforms – solid understanding of IT service infrastructures and application platforms, with the capability to support, maintain, and improve system performance and reliability.

EDUCATION & QUALIFICATIONS

• Bachelor’s degree in Telecommunications, Computer Engineering, or equivalent
• Recognized industry certifications at beginner level, e.g., ITIL Foundation Certificate
• Basic understanding of messaging systems and airline operational processes
• Familiarity with support tools and ticketing systems used in SITATEX 2nd Level Support
• Continuous learning mindset to progress toward advanced certifications

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 spanet and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In 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.