Job Overview

Job Title: Service Operations Engineer

???? Location: Delhi, Hybrid Work
???? Job Type: Full-time | Permanent
????️ Schedule: Flexible (Work from Home up to 2 days a week)
???? Competitive Benefits & Salary

About SITA

Welcome to SITA – the team that keeps airports moving, airlines flying smoothly, and borders open. With technology and communication innovations behind the success of the world’s air travel industry, we partner with over 2,500 transportation and government clients across 95% of international hubs. Our goal? To provide cutting-edge tech solutions to make operations run seamlessly.

Are you ready to be part of something big? Join us in this exciting journey!

Role Overview

The Service Operations Engineer is responsible for ensuring the high availability and performance of products and services. This includes proactive support, resolving root causes of operational incidents, improving system stability, and collaborating with teams to deploy and integrate IT services. The role focuses on automation, integration, and enhancing collaboration between development and operations.

Key Responsibilities

Proactive Support and Problem Management

• Define, build, and maintain support systems for high product availability and performance.

• Investigate and resolve critical system failures with root cause analysis (RCA).

• Handle complex cases and support the Operations team.

• Conduct performance monitoring and establish SLIs (Service Level Indicators) and SLOs (Service Level Objectives).

• Coordinate with internal/external stakeholders to drive continuous service improvement.

Event Management

• Define and maintain an event catalog, optimizing it for efficiency.

• Develop event response protocols and provide training to teams for effective incident management.

• Collaborate with stakeholders to improve event management based on feedback.

Deployment Management

• Own the deployment quality, ensuring smooth release and service integration.

• Develop and maintain deployment schedules, perform readiness assessments, and assess deployment risks.

• Collaborate with stakeholders for feedback and enhance deployment processes.

DevOps/NetOps Management

• Manage CI/CD pipelines to ensure seamless integration of development and operational teams.

• Automate operational processes and resolve issues related to automation scripts.

• Implement Infrastructure as Code (IaC) and continuously improve DevOps practices.

Qualifications

Educational Background

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.

• Advanced degree (Master’s or equivalent) preferred for senior positions.

Certifications

• Linux Administration, Certified Kubernetes Administrator (CKA) (preferred).

• Certifications in cloud platforms (AWS, Azure, Google Cloud) or DevOps methodologies (e.g., Certified DevOps Professional) are an advantage.

Experience

• 8+ years in IT operations, service management, or infrastructure management.

• Proven experience managing high-availability systems and ensuring operational reliability.

• Extensive experience with incident management, root cause analysis, and service disruption resolution.

• Hands-on experience with CI/CD pipelines, system performance monitoring, and infrastructure automation.

• Strong background in collaborating with cross-functional teams (development, operations, engineering) to improve processes.

What We Offer

• Hybrid Work Model: Enjoy flexibility with up to 2 days a week working from home.

• Flex Days & Locations: Choose flexible work hours and enjoy up to 30 workdays a year from anywhere in the world.

• Employee Wellbeing: Benefit from our Employee Assistance Program (EAP), offering practical advice for various aspects of life.

• Professional Development: Enhance your skills through LinkedIn Learning and other training platforms.

• Competitive Benefits: Tailored to your local market and employment status.

Why SITA?

At SITA, we celebrate diversity and inclusivity, bringing together people from across the globe to innovate and solve real-world challenges in the aviation industry. Join a team that empowers you to make a difference in one of the most dynamic industries.

SITA is an Equal Opportunity Employer, and we encourage women, aboriginal people, members of visible minorities, and persons with disabilities to apply and self-identify in the application process.

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