Senior Analyst Customer Applications Support

SITA

Overview WELCOME TO SITA We're 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. You'll 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. 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. To manage and 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 Handle complex incident management. Monitor and manage day-to-day service operations to ensure the smooth functioning of systems and processes. Coordinate with internal teams and external vendors to manage service requests and ensure adherence to SLAs. Analyze operational data to identify trends, bottlenecks, and areas for improvement in service processes. Develop and maintain operational procedures to enhance efficiency and minimize service disruptions. Collaborate with technical teams to address product-related service issues and recommend improvements. Conduct root cause analysis for recurring incidents and work with problem management to implement solutions. Ensure documentation is up-to-date for all operational processes, incidents, and service management workflows Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency. Qualifications EXPERIENCE Minimum 4 years experience in a customer service function preferably in airline systems application support or delivery. Bachelor s degree in computer/Telecommunication, Programming Eng, IT or Computer science preferred. Advance Systems Administration experience with Windows Server, Linux, SQL Server, IIS, and/or Cluster Services. Previous Experience in communicating professionally with customers at all levels. Good Knowledge and ability to install configure and maintain system software and including Microsoft/Linux. Ability to use Dataset, SQL, and stored procedures independently. Good knowledge and ability to understand the standard software development principles, theories, concepts, and techniques. Experience with front & back-end development an advantage. Basic understanding of C# and .Net programming language. Basic understanding of JavaScript and HTML and Able to read, understand and trace back written code. Knowledge with Managed Hosting environment and Microsoft Azure Services. Familiarity with scripting languages (e.g., Python). Cloud Platform Proficiency: Skilled in Azure, and cloud services including cloud-native tools and solutions. Hybrid and Multi-Cloud Integration: Ability to support hybrid cloud setups and secure connectivity between cloud and on-premises systems. Advanced Troubleshooting and Application Support: Strong problem-solving skills in diagnosing application issues, with experience in scripting and automation for effective resolution. Customer Service and Communication: Skilled in managing escalations, meeting SLAs, and clearly explaining technical concepts to diverse audiences. Ability to work in a multi-cultural and diverse business environment. Familiarity with DevOps technologies is an advantage. Creating & Innovating. 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.