Associate Service Operations Specialist

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. 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. One or more additional certifications are required: 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). Qualifications EXPERIENCE Minimum 5 - 7 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. PROFESSION COMPETENCIES Applications Support Info Gathering Processing Service Infrastructure/Platforms Service Management Process Technical Communication CORE COMPETENCIES Adhering to Principles & Values Communication Creating & Innovating Customer Focus Impact & Influence Leading Execution Results Orientation Teamwork EDUCATION & QUALIFICATIONS Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in-country qualification. - Applicable vendor / technology entry level certification or equivalent work experience in particular: MCSA MCTS CCNA Linux/Oracle entry level AIX Specialist- 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.