Overview

WELCOME TO SITA

SITA is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

Ready to redefine air travel The journey starts here, with you at SITA.

PURPOSE

The L2 Voice Operations position is a key role within the Command Center, supporting SITA's 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 in IP Telephony, Unified Communications, and Collaboration domains across complex topologies (Voice TDM, VoIP, Call Centers, unmanaged LAN, IP routing, or quality issues) 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.).

Qualifications

EXPERIENCE

Bachelor's degree in Computer Science, Data Communications, Engineering, or equivalent.
4–5 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 (Cisco CUCM, CUBE/ISR VG, Cisco Unity Connection, Genesys Cloud, AudioCodes SBCs, third-party integrations).
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: effective interaction with peers, management, customers, and third-party providers.
Ability to configure and troubleshoot Voice Gateways, SIP trunks, CUCM dial plans, Cloud integrations (Genesys Cloud, Microsoft Teams), LAN/WAN infrastructure, and VMware ESXi.
Experience with ITIL processes (incident, change, problem management).
Capable of mentoring and onboarding new team members.
Strong organizational skills to manage incidents and changes effectively.

PROFESSIONAL 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, CCIE, GCX-GCP.
ITIL Foundation Certificate.
Bachelor's degree or equivalent diploma/certificate in Computer Science, Electronic Engineering, or Telecommunications.

What We Offer

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're 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 it's 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 team's 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 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.

Senior Service Operations Specialist