Associate Specialist Service Operations

Key Responsibilities

• Provide second-level application support for Sita's Messaging customers, ensuring services are delivered in line with contractual obligations and agreed Service Level Agreements (SLAs).
• Act as a single point of contact (SPOC) when required, coordinating with customers, internal resolver groups, Engineering and the Service Desk to drive timely resolution of incidents while maintaining excellent communication and customer experience.
• Perform incident and problem management to the highest standards, ensuring root causes are addressed, corrective actions are implemented, and escalation is initiated when necessary to meet SLA commitments.
• Proactively monitor, detect, and diagnose service or infrastructure issues; take ownership of service requests and follow through to resolution.
• Support change management activities, including configuration, design, and implementation of the supported application and systems.
• Carry out preventive and proactive maintenance activities, ensuring system stability and minimizing service disruptions.
• Adhere to industry best practices and SITA operational guidelines to ensure quality service delivery.
• Report and escalate unresolved issues promptly to higher-level support or engineering teams.
• Document and share lessons learned, known errors, and operational knowledge to improve processes and reduce repeat incidents.
• Collaborate closely with Product, Engineering, and other resolver groups to continuously improve service efficiency and customer satisfaction.
• Participate in shift coverage 24x7 as required to ensure uninterrupted customer support.

Qualifications

Experience

• Minimum of 2 years experience in a technical customer support role, ideally within the airline industry, messaging systems, or similar mission-critical application environments.
• Proven experience in application support and troubleshooting, with the ability to analyze complex technical issues and drive timely resolution.
• Exposure to working in a 24/7 operational support model, including handling high-priority incidents and coordinating across multiple teams to ensure service continuity.
• Demonstrated ability to provide remote support to global customers, maintaining professionalism and clear communication under pressure.

Knowledge & Skills

• ITIL v4 Foundation strong understanding of incident, problem, and change management processes.
• Operating Systems & Administration hands-on experience with Windows Server management; familiarity with Linux is considered an advantage.
• Cloud Platforms working knowledge of Microsoft Azure services.
• Scripting & Automation ability to write and maintain basic automation scripts using Shell,bash or Python.
• Database Management working knowledge of SQL and MongoDB is a plus.
• Customer Service Excellence strong communication and interpersonal skills, with the ability to handle customers professionally under pressure.
• Problem-Solving analytical mindset with proven ability to resolve complex technical issues efficiently.
• Strong technical aptitude and eagerness to learn new tools, technologies, and applications.

Professional Competencies

• Information Gathering & Processing ability to collect, analyze, and interpret technical and operational data to support effective troubleshooting and decision-making.
• Service Infrastructure & Platforms solid understanding of IT service infrastructures and application platforms, with the capability to support, maintain, and improve system performance and reliability.

EDUCATION & QUALIFICATIONS

• Bachelor s degree in Telecommunications, Computer Engineering, or equivalent
• Recognized industry certifications at beginner level, e.g., ITIL Foundation Certificate
• Basic understanding of messaging systems and airline operational processes
• Familiarity with support tools and ticketing systems used in SITATEX 2nd Level Support
• Continuous learning mindset to progress toward advanced certifications

Minimum of 2 years experience in a technical customer support role, ideally within the airline industry, messaging systems, or similar mission-critical application environments.

• Proven experience in application support and troubleshooting, with the ability to analyze complex technical issues and drive timely resolution.
• Exposure to working in a 24/7 operational support model, including handling high-priority incidents and coordinating across multiple teams to ensure service continuity.

• Demonstrated ability to provide remote support to global customers, maintaining professionalism and clear communication under pressure.

• Bachelor s degree in Telecommunications, Computer Engineering, or equivalent

• Recognized industry certifications at beginner level, e.g., ITIL Foundation Certificate
• Basic understanding of messaging systems and airline operational processes
• Familiarity with support tools and ticketing systems used in SITATEX 2nd Level Support
• Continuous learning mindset to progress toward advanced certifications