Technical Lead

Location

Delhi | India

Job description

WELCOME TO SITA

SITA is the 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. 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. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.  

Ready to redefine air travel? The journey starts here, with you at SITA.  

ABOUT THE ROLE & TEAM:

To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers  

To Manage the DSX ( DevOps service excellence) practitioner team.  

Perform all Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first class support activities. 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   .

WHAT YOU WILL DO:

Technical Lead Service provides support to internal and external customers in accordance with the terms of the customer contract and SLAs.  

• Carry out problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups.  
• Ensure shortest possible restoral times possible, initiating the timely escalations to specialized Resolver groups inside and outside SITA, according to the customer contracts and SLAs and monitoring requirements.  

• Adhere to installation guidelines and industry best practices in order to deliver quality Service Operations.  
• Reporting and escalating all observed problems to proper SITA operational escalation points.  
• Report on the monthly performance of the team and provide feedback to the relevant management teams.  
• To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.  
• Manage the first line responsibility and budgets for the different teams under Service Operations, including Quality of service provided and Escalations.  
• Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems  
• Manage staff and ensure adequate training and development is provided to them and carry out regular reviews and input into performance appraisal process.  
• Conducts the analysis, definition, documentation and testing of application & systems enhancements  
• Identify knowledge and documentation gaps, and ensure there is a process to get up-to-date information through a knowledge repository  
• When/where required , be contactable for escalations and support, on and on-call standby basis.  

EXPERIENCE:

• At least 5 years experience in deployment or support of application software implementing systems and modules with experience of multiple full lifecycle implementations.
• Degree in Computer Science, Electronic Engineering, or equivalent Telecommunications in country qualification, applicable vendor / technology expert level certification or equivalent work experience
• MCP, Database Mgmt or Networking Certification
• Recognized industry certifications such as MCSA, CCNA, CCNP, ITIL Service Management, or equivalent experience required
• ITIL Intermediate Certificate
• Minimum 5-8 years experience in the network, and/or application/system support domain  
• Minimum 3-5 years experience in the ACM domain, where applicable
• Experience of working in the Airport / Airline industry.  
• 5 years Team Lead Experience

WHAT WE OFFER:  

SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:  

🏡 Work Flexibility: Work from home up to 2 days/week (depending on your Team's needs).  

You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.  

🌿 Employee Wellbeing: Employee Assistance Program (EAP) provided by SITA is a yearly free service for practical advice in any part of your life.  

🚀 Professional Development: Unleash your potential with our training offers via Coursera!   

🌎 Flex-location: Benefit for 30 working days from anywhere around the world each year!   

🙌🏽 Competitive benefits according to the local market   

SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.  

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Salary