Senior Service Operations Specialist

SITA

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, incidents, and problems, 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 or expert service improvement teams on findings and root causes 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.

Required to work in rotating shifts to support customers 24*7.

Deploy changes as and when needed or based on business requirements.

Qualifications

Must have dealt directly with external customers and delivered according to SLAs.

Experience with Linux systems and Microsoft Azure cloud environments, including basic administration, troubleshooting, and support within operational and incident management contexts.

Technical Skills: ServiceNow Administration, Operations Monitoring and Diagnostics, Automation and AI, Technical Expertise of Products/Services