Network Observability Engineer

*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 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

PURPOSE

To assure SITA's 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. To provide the highest level of Service Operation availability, ensuring Systems and Products are properly configured and maintained. To assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

Key Responsibilities

• Handle complex incident management
• Monitor and manage day-to-day service operations to ensure the smooth functioning of systems and processes
• Coordinate with internal teams and external vendors to manage service requests and ensure adherence to SLAs
• Analyze operational data to identify trends, bottlenecks, and areas for improvement in service processes
• Develop and maintain operational procedures to enhance efficiency and minimize service disruptions
• Collaborate with technical teams to address product-related service issues and recommend improvements
• Conduct root cause analysis for recurring incidents and work with problem management to implement solutions
• Ensure documentation is up-to-date for all operational processes, incidents, and service management workflows
• Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency
• Deploys changes

*Qualifications*
EXPERIENCE

• Minimum 2 - 3 years experience in the network, and/or application/system support domain.
• Must have dealt directly with external customers delivering to SLAs.
• Experience of working in the Airport / Airline industry.

Knowledge & Skills

• Communication
• Coordination & Time Management
• Problem Solving
• Product & Portfolio Management
• Incident Management
• Problem Management
• Change Management
• ServiceNow Administration
• Operations Monitoring & Diagnostics
• Automation & AI
• Technical Expertise of Products / Services

Education & Qualifications
Educational Background

• Diploma / Certificate in Computer Science Qualifications

*Qualifications*

• Electronic Engineering or equivalent Telecommunications in-country qualification
• Applicable vendor / technology entry level certification or equivalent work experience, in particular: MCSA, RHCE, CCNA, Linux/Oracle entry level or similar.
• 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:
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.