Job Summary

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.

Responsibilities

- Monitor, analyse, and resolve incidents across PAX applications (e.g., Self-Service Bag Drop, Touchpoints, CUPPS/Smart Path, Flex etc.).
- Perform structured troubleshooting following proper sequencing (logs components dependencies integrations).
- Execute standard operating procedures (SOPs), runbooks, and health checks.
- Escalate issues appropriately with transparent technical notes and diagnostic details.
- Interpret application logs, hardware connectors, API flows, and backend telemetry to identify root causes.
- Understand end-to-end application flow (UI middleware backend hardware external systems).
- Work with SRE, Engineering, and Field Ops to support investigations and post-incident reviews.
- Write, maintain, and improve scripts (PowerShell, Python, Bash, or similar) to automate repetitive operational tasks.
- Assist in log parsing, telemetry extraction, and data cleanup.
- Support deployment or configuration activities.
- Contribute to early-stage automation initiatives (self-healing routines, proactive checks).
- Participate in problem management, identify recurring issues through trend analysis.
- To support SREs and Senior colleagues in document findings, create knowledge base articles, improve SOPs, and support adoption of best practices.




- Support tool evaluations across endpoint monitoring, automation platforms, or observability solutions.

Qualifications

- Experience: 2-3 years in IT operations, service support, or application troubleshooting.
- Basic-to-intermediate scripting experience (PowerShell strongly preferred; Python / Bash is a plus).
- Understanding of application logs, JSON/XML configuration files, and service workflows.
- Familiarity with endpoint tools or monitoring platforms (TeamViewer DEX, Nexthink, ManageEngine, or similar).
- Knowledge of OS fundamentals (Windows required; Linux optional but beneficial).
- Proven hands-on experience in administering Windows Server operating systems and Active Directory, including the design and deployment of Group Policies (GPO), as well as managing DNS and DHCP services in large-scale enterprise environments.

Knowledge and Skills

- Windows Server Management
- SQL Server Administration
- ITIL Practices
- Cloud Technologies (Azure)

Professional Competencies

- Info Gathering
- Processing
- Service Infrastruct/Platforms

Core Competencies

- Adhering to Principles
- Values
- Communication
- Creating
- Innovating
- Impact
- Influence
- Leading
- Execution
- Results Orientation
- Teamwork

Education Qualifications

- Recognized industry certifications at beginner level- ITIL Foundation Certificate

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Associate Specialist Service Operations (New Delhi)
🏢 SITA
📍 New Delhi