Service Operations Specialist | Spécialiste en opérations de services in Montréal

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry. You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork.

This role is to ensure high-quality Service Operations in line with SITA standards to support business growth and customer satisfaction by delivering reliable, first-class technical support. You will maintain high service availability through properly configured and maintained systems, while supporting the team in upholding service delivery quality. Also, you will contribute to continuous improvement of operational processes and procedures.

What You Will Do:

• Monitor, analyze, and resolve incidents across PAX applications, including Self Bag Drop, Touchpoints, CUPPS/Smart Path.
• Perform structured application troubleshooting using logs, components, dependencies, APIs, telemetry, and end-to-end application flows.
• Execute operational procedures, including SOPs, runbooks, and system health checks.
• Manage technical escalations with appropriate diagnostic information and collaborate with SRE, Engineering, and Field Operations.
• Develop and maintain scripts using PowerShell, Python, Bash, or similar technologies to support operational activities.
• Automate repetitive tasks including log parsing, telemetry extraction, data cleanup, deployment, configuration, and proactive checks.
• Participate in Problem Management to identify recurring issues, support investigations, and contribute to post-incident reviews.
• Drive continuous improvement by documenting findings, creating knowledge articles, improving SOPs and best practices, and supporting evaluation of monitoring, automation, and observability tools.

About Your Skills:

• Bachelor’s degree in Computer Science or equivalent experience.
• 1–2 years of experience in application/system support, IT operations, or troubleshooting, including customer-facing support and SLA delivery.
• Strong troubleshooting and analytical skills, including application logs, JSON/XML configurations, service workflows, and incident investigation.
• Strong Windows system support and basic networking knowledge, including TCP/IP, DNS, and connectivity.
• ITIL-based operational knowledge, including Incident, Problem, and Change Management; ITIL Foundation v4 certification or willingness to obtain.
• Strong communication, teamwork, and ownership, with scripting/automation capability and ability to work in fast-paced, cross-functional environments.

Nice to Have:

• Airport/Airline industry experience and familiarity with endpoint/monitoring tools such as Nexthink, Workspace ONE, Altiris, TeamViewer DEX, or ManageEngine.
• Additional technical knowledge/certifications in Microsoft/Azure, Linux, VMware, Kubernetes, PowerShell, Python, or Bash.

What We Offer:

• 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: Employee Assistance Program (EAP) for you and your dependents 24/7, 365 days/year.
• 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 Employment Equity 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.