Associate Service Operations Specialist (Application Support)

SITA

Provide support to internal and external customers in line with departmental procedures and customer contracts or Service Level Agreements (SLAs).

Act as a Single Point of Contact (SPOC) when required, coordinating application troubleshooting with customers and internal resolver groups while maintaining a high level of customer service.

Ensure Service Management processes and procedures are clearly understood and consistently followed to the highest standards.

Coordinate problem resolution with the appropriate resolver groups to ensure timely and effective issue handling.

Achieve the shortest possible service restoration time in accordance with SLAs by initiating timely escalations to management or specialized resolver groups when needed.

Adhere to installation guidelines, application documentation, and industry best practices to deliver high-quality service.

Collaborate with customers to understand, document, and resolve moderately complex application-related issues.

Conduct analysis, definition, documentation, and testing of application software changes and system enhancements.

Support acceptance testing based on customer or third-party service provider acceptance criteria.

Work closely with Senior or Lead Analysts and Software Development teams to identify root causes of application issues and provide effective workarounds or resolution details to customers.

Qualifications

Basic knowledge of system administration tasks on Windows Server or Linux environments.

Familiarity with SQL, datasets, and stored procedures is an advantage.

Understanding of basic system configuration and software installation (Microsoft or Linux platforms).

Exposure to programming languages such as C# or .NET is a plus.

Basic understanding of front-end technologies like JavaScript and HTML, with the ability to read and understand code.

Awareness of software development principles and lifecycle is preferred.

Familiarity with cloud platforms like Microsoft Azure or managed hosting environments is a bonus.

Exposure to scripting languages (e.g., Python) is an advantage.

Good communication skills and a willingness to engage professionally with team members and customers.

Demonstrates analytical thinking and problem-solving skills.

Team player with a collaborative mindset.

Interest in DevOps tools and practices is a plus.

Strong motivation to learn, innovate, and grow in a dynamic work environment.