Associate Service Operations Specialist (Linux + Networking + Databases)

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 As Service Operation Associate, you will be responsible to ensure SITA’s competitive strength and business growth by delivering the highest quality technical Service Operations to customers, while performing all Service Operations activities in accordance with SITA standards and procedures. This includes maximizing customer satisfaction through the delivery of first-class support services and maintaining the highest level of Service Operation availability by ensuring that all systems and products are properly configured and consistently maintained. WHAT YOU WILL DO: Service Delivery & Support Provide Service Operations support to internal and external customers in line with customer contracts and Service Level Agreements (SLAs). Ensure the correct functioning and maintenance of all systems and products serviced by Service Operations. Act as the Single Point of Contact (SPOC) when required, coordinating with customer teams and the Service Desk to resolve incidents within SLAs. Incident & Problem Management Deliver incident and problem management support to the highest standards. Coordinate with appropriate resolver groups to ensure effective resolution. Ensure fast restoration times through timely escalation to specialized teams (internal and external). Maintenance & Operations Manage the replacement of faulty equipment using spare parts and ensure timely replenishment according to policies. Perform preventive and proactive maintenance, including system monitoring based on agreed schedules. Detect problems proactively, conduct diagnostics, and ensure ownership of service requests until resolution. Installation & Technical Activities Follow installation guidelines and industry best practices to ensure service quality. Use appropriate tools and equipment to perform installation, interventions, and repairs. Report and escalate unresolved issues to the next support level. Change & Configuration Management Perform Change Management, configuration, design, and implementation of supported products and systems. Conduct analysis, definition, documentation, and testing of system and application enhancements. Customer & Onsite Support Provide onsite support during service cutovers. Maintain strong communication and high service standards with customers. Supplier & Knowledge Management Manage local suppliers supporting Service Operations centers and report performance. Document lessons learned, known errors, and operational knowledge for continuous improvement. Other Responsibilities Work in 24/7 shift rotations when required. Ensure adherence to all operational procedures and customer expectations. WHO YOU ARE: A Bachelor’s degree in a relevant field, such as: Information Technology (IT) Computer Science Network Engineering Telecommunications Preferably 1 year of experience in technical support: LAN/WAN environments Aircom & Messaging (ACM) domain Experience working directly with external customers and delivering services aligned with SLAs Technical Exposure & Supporting Knowledge Solid understanding of Linux systems as a core technical requirement Familiarity with ITIL practices, particularly: Incident Management Problem Management Change Management Database Knowledge Experience with at least some of the following databases: MariaDB Oracle MongoDB Cassandra (considered an advantage) Knowledge of a subset (e.g., 2 out of 4 databases) is acceptable Networking Fundamentals Good understanding of networking concepts, aligned with the network-oriented nature of the role General Technical Exposure Practical exposure through internships or training is acceptable Deep expertise across all areas is not required at this level Knowledge/awareness of the following: RedHat Linux ITIL v4 IBM MQ Writing SQL queries Qualifications 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. 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.