Associate Specialist Service Operations

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.

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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.n- Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities. Provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. To manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

Providing support for Border Control devices such as Automated Border Control Gates and Kiosks deploy at multiple locations around the World, mainting continuity across these service and making sure the local teams can be supported remotely in restoring and maintaining service availability to meet customer and user needs to keep passengers moving safely and quickly through airport security.

Job Summary

As Portfolio Service Operations Engineer, you will work closely with development teams in an agile manner ensuring Border Automated Border Control (ABC) Products and Infrastrucutre are maintained to the highest standard. We are looking for a skilled Windows and Application Support Engineer to provide robust support for our organization's Windows infrastructure and applications. The ideal candidate will have hands-on experience in managing Windows servers, troubleshooting application issues, and maintaining system security and performance. This role is essential in ensuring the stability and efficiency of our IT environment, addressing technical issues promptly, and optimizing our infrastructure to support business operations, and allowing for the smooth running of our ABC service in Airports around the world.

Key Responsibilities

• Remote Operational Maintenance and Support

• Perform initiative-taking system monitoring, identifying, and addressing potential issues in ABC gates and kiosks before they affect operations.

• System Monitoring and Reporting

• Utilize monitoring tools to assess system availability, performance, and any potential security risks.
• Maintain detailed logs in the ticketing system, documenting incidents, resolutions, and service updates for compliance and continuous improvement.

• Continuous Improvement and Collaboration**

• Work closely with the central IT support and engineering teams to identify trends and recurring issues, proposing improvements in system reliability and reducing service disruptions.
• Stay up to date on system upgrades, new features, and emerging technologies relevant to border control and self-service kiosks.

• System Administration

  :
• Maintain, monitor, and manage Windows-based systems, including Windows Server and desktop environments.
• Implement updates, patches, and configuration changes to ensure optimal performance and security.
• Perform regular system backups and recovery processes as needed.

• Application Support

  :
• Troubleshoot application errors and work with relevant stakeholders for resolution.

• Incident and Problem Management

  :
• Awareness
• Known Issues DB
• Reports

• Performance Optimization and Monitoring

  :
• Run basic performance report - Around capacity planning

• Security and Compliance

  :
• Patching

Required Skills and Qualifications

• Educational Background

  :
• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent work experience.

• Technical Skills

  :
• Proficient in Windows Server and Windows OS (Windows 10, 11, Windows Server 2016/2019/2022).
• Familiarity with Active Directory, DNS, DHCP, Group Policy, and other Windows administration tools.
• Experience with application support, installation, and troubleshooting.
• Strong understanding of networking concepts, including TCP/IP, firewalls, and VPN.
• Strong Remote support diagnosis and support skills.

• Desirable Skills

  :
• Familiarity with monitoring tools (e.g., Nagios, SolarWinds, or similar).
• Knowledge of cloud platforms (AWS, Azure, or Google Cloud) is an advantage.
• Linux
• Airport Devices such as Automated Gates and Kiosks

• Soft Skills

  :
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Customer-focused attitude with a commitment to high-quality support.

• Additional Requirements

  • Must be eligible to work in India and able to pass required background checks.
  • Willing to work on an on-call rotation basis, with flexibility to respond to urgent issues

• Working Conditions

  • Environment**: Office-based, central support hub in Delhi, India, providing remote support for multiple global airport locations.
  • Physical Requirements**: Primarily desk-based work, with requirements for extended periods of monitoring and remote troubleshooting.

Experience

• Minimum of 3 years of experience in Windows system administration and application support.
• Proven experience troubleshooting and resolving technical issues in a Windows environment.
• Experience in a support role within an enterprise or mid-sized organization is preferred.

Certifications (Preferred)

• Microsoft Certified: Windows Server Hybrid Administrator Associate or similar.
• ITIL Foundation or other relevant IT Service Management certification.