Overview

WELCOME TO SITA

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.

You'll find us in 95% of international airports, working closely with over 2,500 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 don't just move the world forward-we're 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.

About The Role & Team

The Senior Specialist – Service Operations is a highly experienced operational engineer within PSO PAX, responsible for end‑to‑end technical ownership, advanced troubleshooting, and operational excellence across mission‑critical passenger processing systems.

This role goes beyond execution of SOPs. Senior Specialists act as technical anchors within the Service Operations team, leading investigations, mentoring Specialists, driving automation and problem management, and partnering closely with SRE, Engineering, and Field Operations to improve system reliability and reduce operational risk.

What You Will Do

Advanced Operational Ownership

Own complex and high‑impact incidents across PAX applications (SBD, CUPPS, Touchpoints, Smart Path, Flex, Maestro).
Act as technical lead during 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.

Deep Application & System Troubleshooting

Perform advanced root cause analysis across:

Application stacks
Middleware and integrations
Backend services and databases
Hardware interfaces and external airport systems

Own the end‑to‑end technical narrative of incidents and problems (what failed, why, how it propagates).
Support and sometimes lead post‑incident reviews, ensuring clear corrective and preventive actions.
Serve as escalation point for Specialists during complex or ambiguous technical issues.

Automation, Scripting & Reliability Engineering

Design and maintain production‑grade automation using PowerShell (primary) and Python (preferred).
Lead automation initiatives such as:

Proactive health checks
Self‑healing workflows
Noise reduction and false‑alert 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.

Operational Excellence & Continuous Improvement

Own or co‑own Problem Records for recurring or systemic issues.
Drive SOP, runbook, and knowledge base improvements with a focus on:

Clarity
Reusability
Shift‑left 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.

Coaching, Mentorship & Leadership

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.

Qualifications

WHO YOU ARE

Technical Skills

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
API‑based integrations
Windows‑based environments (Linux beneficial)

Hands‑on experience with monitoring and endpoint tools (e.g., Nexthink, DEX, EDR, observability platforms).

Operational & Leadership Mindset

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

Behavioral & Soft Skills

Clear technical communicator, capable of explaining complex failures to both technical and non‑technical stakeholders.
Ownership‑driven, proactive, and improvement‑oriented.
Trusted technical advisor within Service Operations and across PSO PAX.

Education & Qualifications

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

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: 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, Microsoft's 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 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 (Windows | Linux | Application , OS & Infrastructure Support)