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.

PURPOSE

As Support Specialist Service Operations, you will provide support for SITA corporate collaboration services to all SITA corporate customers. You will be accountable for performing all service operations activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first-class support and assisting the finance teams in implementing and improving corporate collaboration services billing processes and procedures.

Reporting to the Customer Success Manager, you will be a part of SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes. As a Support specialist service operations your goal will to strengthen customer relationships by providing distinctive service and product assistance. You will Proactively drive service improvements that has a positive impact on customers operational KPIs. You will proactively find up-selling opportunities during the contract lifecycle.

WHAT WILL YOU DO

• Provide corporate collaboration services support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
• Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups.
• Ensure shortest restoral times possible initiating the timely escalations to specialized resolver groups inside and outside SITA according to the customer contracts SLAs and monitoring requirements.
• Provide support in analyzing and managing supplier billing.
• Work with SITA accounts payable team to optimize invoice approval and payments
• Provide detailed service reports to corporate collaboration services manager when required.
• Proactively detect problems related to service and infrastructure operations and delivery services and conduct diagnostics and provide service request ownership to ensure quick and efficient resolution to customer requests and incidents.
• Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
• Manage local suppliers in the provision and operation of services.
• Provide onsite support when required
• Continuously identify and document lessons learned, known errors and operational knowledge for improved services.
• When required act as the customer SPOC and co-ordinate the scheduling of intervention with internal resolver groups and the SITA service desk, ensuring the highest level of customer service

WHO YOU ARE

5 years’ experience in supporting voice and video related IT services.

KNOWLEDGE & SKILLS

Experience of voice (fixed and mobile) and video technologies and principles.

• Experience with the one or more of the following providers and (protocols): Cisco IPT (SIP, SCCP), Video (H.323, SIP,H.264 ) Microsoft Teams (Silk) Mobile Services (LTE, 5G)
• Experience in using Microsoft excel advance functions to provide reports.
• Financial skills and commercial awareness: Ability to manage and optimize invoice processing.
• A self-starter and a team player. Able to work in a matrix management organization. Capable of multi-tasking and time management, as multiple active opportunities need to be developed simultaneously. Cultural sensitivity in a multi-cultural organization.
• Experience of working with third party providers.
• Ability and discipline to work with minimal supervision/control. Line management may not be in same location.
• Fluency in spoken and written English is a prerequisite. Other languages an asset.
• Ability/willingness to travel as necessary to fulfil the role.

EDUCATION & QUALIFICATIONS

• BSc in a technical discipline (e.g., Computer Science, Engineering, Mathematics, etc.) Advanced degree recommended.
• ITIL Service Management Foundation recommended

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.