Specialist, Service Operations Jobs

Overview
As a NOC Analyst, you will be responsible for end-to-end availability of the infrastructure and services operated by SITA for Aircraft. The Network Operations Center (NOC) Analyst performs technical analysis of system issues and outages as they occur across customer enterprise networks. This individual then performs research to troubleshoot and resolve the issue or, depending upon complexity, escalates the issue to higher-level systems administrators and network engineers. The NOC Analyst is responsible for researching and documenting various mitigation strategies and must maintain current and thorough knowledge of customer technologies and their significance to customer operations. This individual must be able to prioritize remediation of issues in a 24 x 7 environment with critical uptime requirements. The NOC analyst may also perform basic system administration tasks such as network/system troubleshooting, patching operating systems and applications, and executing various scripts.
What You Will Do

• Document all actions in accordance with standard company policies and procedures, work with internal and external technical and service teams to create and/or update knowledge base articles
• Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies, and operational impact
• Point of contact for customers, partners and internal teams for service impacting issues, outages, and remediation status.
• Demonstrates a strong desire to see the team achieve its common goals
• Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)
• Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages
• Provide timely response and communications around incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams
• Strong customer service focus, with the ability to communicate among highly technical teams.
• Has a passion for succeeding in assigned tasks and to produce work of the highest quality even under pressure
• Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems, and core applications
• Support multiple technical teams in 24 x 7 environment operational environments with high uptime requirements. Varied shift schedules may include day or evening hours.

Qualifications
Who you are:

• Knowledge of complex IT/Network systems and/or application/system support domain
• 3-5 years’ experience in the network and/or application/system support domain, Airline Operations and Product & Service knowledge around aircraft communication services environment (a plus) 
• 5+ years IT Operations experience in large scale, mission critical enterprise heterogeneous infrastructure leveraging DevOps, SRE & Agile methodologies with B. Tech./B.E. degree in Electronics & Telecomm or Computer Science
• Previous NOC experience is strongly preferred, extensive experience in all aspects of technology outages and stakeholder management
• ITIL, networking & server certifications preferred; Microsoft Azure, Cisco, RedHat certification nice to have
• Knowledge of Microsoft server operating systems and Cisco network devices

What We Offer
SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.
And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.
Welcome To SITA
SITA is the world’s leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.
We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?