Service Operations Specialist

WELCOME TO SITA

We're 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.

You'll 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

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. n- 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

This is an exciting opportunity to become an integral part of a team of highly skilled network engineers at a leading IT provider for the air transport industry. The role is classified as an L2 position, responsible for developing, deploying and maintaining service configurations, including operational fault management of a SITA-managed Versa Networks solution and legacy network.

The ideal candidate will configure and troubleshoot network and security solutions, including SD-WAN/SASE, to resolve customers' technical issues while acting as a liaison to other internal teams. Candidates must be willing to learn about new technologies and possess the ability to work in a complex networking and security environment.

WHAT YOU’LL DO

• Participate in the planning, deployment, and delivery of network-related projects with a focus on SDWAN/SASE solution design, implementation, and support.
• Assist Project Managers and Customer Success Specialists in delivery coordination and detailed migration planning.
• Day-to-day management and configuration of network infrastructure, including SDWAN/SASE, firewalls, and local area networks (wired/wireless).
• Oversee SDWAN/SASE managed services to ensure optimized configurations.
• Maintain the operational integrity of security and data networks, responding to incidents and providing occasional out-of-hours technical support.
• Participate in customer meetings, providing performance reports and project updates.
• Troubleshoot and resolve high-priority incidents (L2/L3), ensuring SLAs are met.
• Address customers' technical and service-related inquiries.
• Support knowledge sharing and training within internal and customer teams.

ABOUT YOUR SKILLS

• 5-7 years of experience in the Information Technology/Telecom industry.
• Proven ability to develop, document, and communicate technical customer solutions.
• Expertise in Enterprise LAN (wired and wireless) and WAN (MPLS & SDWAN) solutions, with a strong understanding of complex routing and switching environments.
• Proficiency with BGP and OSPF routing protocols; knowledge of EIGRP and QoS is a plus.
• Experience with SDWAN and SASE technologies, ideally from Versa Networks. Cisco SDWAN or Palo Alto experience will also be considered.
• Experience troubleshooting Cisco and/or Juniper routers, switches, and firewalls, including Cisco ASA and Palo Alto firewalls. Strong hands-on experience with firewalls is a must.
• Working knowledge of data center switching technologies (e.g., Cisco Nexus, ACI), virtualization, or WAN optimization is beneficial.
• Familiarity with cloud and multi-cloud solutions like Aviatrix or Alkira or SSE solutions like Zscaler.
• Proficiency in network automation (Ansible, Python, JSON, APIs) is valued.
• Ability to work independently, demonstrating initiative and adaptability in changing environments.
• Strong communication, analytical, troubleshooting, and problem-solving skills.
• Excellent customer support and interpersonal skills.
• Degree or equivalent experience in Engineering or Computer Technologies.
• Familiarity with change management, project management, and ITIL practices.
• Detail-oriented, with a focus on quality and process interdependence.
• Proficiency in English is essential.

CCNA/NP, JNCIS/IP or equivalent.

At least one industry associate level certification in security.

Versa Networks Associate level SDWAN Certification (Specialist or Professional level will be a Plus)

Tech Stack:

MPLS IPVPN, SDWAN/SASE Versa Networks (Preferred) / Viptela/Cisco, Network Boost, Riverbed, Zscaler & security, Palo Alto, routing protocols such as OSPF, BGP, IPSEC, GRE, Tunneling, Underlay & Overlay protocols. Cat6500 series, Cat9300 series, Nexus switches, Wireless LAN (Juniper MIST, CISCO).