WELCOME TO SITA

Were 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 world’s air travel industry.

Youll 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.

ABOUT THE ROLE & TEAM

As an Subject Matter Expert (SME) for SCN networks, you will be part of LAN tower led by LAN Technical Lead You will be responsible for proactive network maintenance, providing operational support to local teams and global command centers, and collaborating closely with design and deployment teams. In this customer-facing role, you will engage directly with clients to deliver tailored solutions and ensure seamless service delivery. You will drive the implementation and continuous improvement of operational processes and procedures, maintaining the highest level of service availability.

Reporting to the Senior Manager Service Operations, you will be a part of the service operations team responsible for assuring SITAs competitive strength and business growth through the highest quality performance of all Service Operations activities at Heathrow airport and at their premises.

WHAT YOU’LL DO

• Provide proactive maintenance and operational support to internal and external customers in line with contracts and SLAs.
• Ensure correct functioning, maintenance, and monitoring of internal and external systems, performing preventive and proactive interventions.
• Act as the customer SPOC when required, coordinating with internal resolver groups and Service Desk to maintain high service standards and timely resolutions.
• Detect, diagnose, and resolve service and infrastructure issues, ensuring incident and problem management is handled to the highest standards.
• Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements
• Guide the Service Operations team to uphold high working standards, offering support and direct oversight where needed.
• Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems
• Support the senior team members in the management, reporting, and co-ordination of day-day tasks during absence of the Technology Lead.
• Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
• Perform change management, configuration, design, and implementation activities for supported products and systems.
• Report and escalate unresolved problems, and ensure service requests are fully owned until closure.
• Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.
• Document lessons learned, known errors, and operational knowledge to drive continuous service improvement.

ABOUT YOUR SKILLS

• 3+ years’ experience as a Systems Engineer/Administrator or Network Engineer responsible for support activities involving LAN/WAN equipment.
• 3+ years’ experience in Customer Service, preferably in a global organization and Service Provider environment
• Technical background in Telecommunications, Service Management, and IT Service Management processes (ITIL).
• Experience with Windows Server (installation, patching) and relevant certifications (e.g., CCNA, Microsoft)
• Proven ability to manage OTN Systems Networks and configure Cisco ACI 9Ks, Nexus 7Ks, and NCS platforms.
• Knowledge of Aruba ClearPass and AVI Load Balancers
• Experience with security systems, including Palo Alto firewalls

• Strong customer service orientation with a proactive, ownership-driven mindset.
• Demonstrated success delivering services to external customers under strict SLAs
• Ability to manage multiple tasks and perform under pressure in dynamic environments
• Experience working in global service provider environments with cross-functional teams.
• Strong communication skills

NICE-TO-HAVE

• Experience of working in the Airport/Airline industry
• Experience of working with Automation (Infrastructure as Code)
• Knowledge and experience of OTN Networks; BARCO KVM solutions; or Cisco NCS model series

Working environment:

• Working core business hours during the week
• When/where required, be contactable for escalations and support, on and on-call standby basis
• When/where required, perform assigned tasks out of hours

Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were 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 its 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 teams 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 spanet 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.