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.

PURPOSE

– The Senior Agent is the primary point of contact for customers and has the responsibility to ensure that all incidents are fixed and change requests handled within the agreed SLA. For that purpose he has the ownership of incidents from opening to closing and must work with and chase all involved resolver groups to comply with SLAs.
– Within SITA Service Desks the Senior Agent is responsible to handle at level 1 the incidents service requests and change requests (assigned to him/her) which are raised by customers when they face issues with the use of SITA products and services. Those incidents are reported via various media: telephone e-mails or web portal.
– The Senior Agent has the primary responsibility to attempt to resolve the incidents/service requests at his/her level and to refer them to the appropriate resolver group while still tracking them until resolution.
– This function requires working in shifts during nights weekends and public holidays.

What you will do

– Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
– To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
– When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer’s internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
– 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.
– To proactively detect incidents related to Service Operations services conduct diagnostics provide ownership to ensure resolution of customer incidents
– Reporting and escalating all observed incidents/service requests to proper SITA operational escalation points
– When/where required perform assigned tasks on 24 x 7 shifts basis
– Provide a professional support and assistance to SITA customers to understand their issues and open incidents for resolution by the SITA support organization with all the relevant and required information.
– Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group.
– Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA.
– Work closely with all resolver groups including third party vendors to ensure timely resolution of all incidents – The Senior Agent has a key role in influencing customer satisfaction by the way he/she interact with the customers especially when dealing with them on the phone
– The Senior Agent has the responsibility to assist junior service desk agents when needed and are assigned complex products to support as well as complicated customer solutions
– The Senior Agent can also work as a Service Matter Expert (SME) on specific products and solutions to organize the transition of their support in the service desk environment by delegation from the service desk management.
– Perform hierarchical and functional escalations where required when incidents cannot be resolved.

Qualifications

Experience:

– Recognized industry certifications such as MCSA, CCNA CCNP ITIL Service Management or equivalent experience required
– ITIL Foundation Certificate desirable

– Customer Service positions with extensive customer engagement experience in a help desk or call centre environment and/or travel industry is preferred.
– Minimum 2 to 3 years in a Customer Support Specialist function with recognized expertise in a large range of services and products at intermediary and advanced levels.
– Experience in airlines’ and travel industry’s operations and applications will be extremely advantageous
– Candidate from colleges and universities (with relevant experience) who have the motivation to work in customer service and support.

– Knowledge and understanding of LAN protocols.
– Product and Service knowledge in one or several of the following areas at beginner and intermediary levels:
– Airport Services
– Desktop services
– Network Services
– Customer specific services and solutions (for dedicated support)
– Exposure to ITIL and to IT and network components and principles
– Experience working with IT Network equipment’s (CISCO, Huawei, Juniper etc)
– SDN certification / know how desired
– Demonstrated maturity in handling complex customer issues and irritated customers
– Ability to coach new joiners and to facilitate their integration into the team
– Ability to organize the activity of a team and to take ownership of issues until resolution
– Ability to act as a Team lead in his/her absence
– Excellent customer communication skills both verbal and written in English and other languages as required

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 26 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

Project Manager

ABOUT THE ROLE & TEAM:

This position offers an opportunity to work in a fast-paced environment with colleagues and customers located worldwide. Success in this role means you are autonomous, pay attention to detail, be time sensitive, possess influencing skills and enjoy working with others of diverse backgrounds.

As a Technical Project Manager, you will manage product delivery complexities / specificities on critical customer   projects supporting the global project plan and SITA’s commitments towards our customers. You will build detailed project delivery execution plan, collaborate with various internal and external teams, identify and mitigate risks and ensure that the project is   delivered on time, within scope and budget.

WHAT YOU WILL DO:

• Managing projects – Project size will vary in scope and complexity. You manage the project throughout its life cycle – from inception through project closure. You manage change, mitigate risks and deliver results to stakeholders and customers alike. Attention to detail effective time management and influencing people skills are key ingredients to be successful in managing projects.
• Working with project teams – Every project is completed through team effort. You work effectively with team members that may be local or distant. You regularly track project activities against plan schedules and take corrective action on any deviations. You communicate with team members, management stakeholders and customers regularly and frequently ensuring that there is continuous understanding and alignment regarding the projects progress.
• Working with customers – You are committed to putting the customer first. As a result, you proactively work with the customer and their teams to ensure that each project goal and objective is met with satisfaction.
• Project Management administration – Your ability to write clearly and simply are key skills to documenting project activities. Documentation ranges from developing communications strategy plans designing resource and project plans providing status reports submitting and tracking change requests tracking risks and issues providing variance reports to providing Steering Committee reports and lessons learned. Accuracy is key.

Qualifications

EXPERIENCE:

• University degree or equivalent
• Formal project management training and certification – certification not mandatory but preferred.
• Comfortable in a highly competitive, collaborative, and fast-paced work environment
• You have a track record of successfully managing multiple projects of varying sizes, complexities and deliverables within a commercial environment using established Project Management methodologies.
• You have experience speaking in front of executives and senior management.
• Ideally 2-3 years in IT solutions provider environment with knowledge of SITA-like products and underlying technologies or airline industry solutions provider
• Good understanding of Network Services, LAN & WAN
• Professional competency in MS Office especially Excel and PowerPoint

NICE-TO-HAVE:

• Knowledge of IT and ATI industries – Able to operate within virtual teams.
• PMP Certification

Apprentice

ABOUT THE ROLE & TEAM: 

We are seeking a dedicated and motivated individual to join our team as a Apprentice Technician in the IT industry. As an Apprentice Technician, you will have the opportunity to learn and develop skills in troubleshooting, repairing, and maintaining computer hardware systems. This is an entry-level position suitable for individuals with a passion for technology and a desire to kick-start their career in the field.

In this role, you will work closely with experienced technicians and be exposed to a wide range of computer hardware components and systems. You will provide support and assistance in diagnosing and resolving technical issues, as well as participate in the installation and configuration of computer hardware/Software.

WHAT YOU WILL DO:

•Assist in troubleshooting, diagnosing, and resolving hardware and software issues
•Perform routine maintenance and repairs on computer systems, including replacing faulty components
•Install, configure, and test computer hardware components and peripherals
•Assist in the monitoring and maintenance of network security systems.
•Troubleshoot network issues and perform necessary repairs or replacements.
•Assist in the installation of computer networks, including routers, switches, and firewalls.
•Provide technical support to end-users in a timely and efficient manner
•Collaborate with team members to ensure the smooth operation of SITA systems
•Keep accurate records of repairs, maintenance tasks, and inventory
•Stay updated with the latest advancements in computer hardware technology and industry trends.

Qualifications

EXPERIENCE:

•Diploma, Bachelor’s degree or equivalent in Computer Science or a related field equivalent.
•Excellent problem-solving and critical-thinking skills
•Basic knowledge of computer hardware components and systems
•Strong attention to detail and ability to follow instructions
•Good communication and interpersonal skills
•Ability to work independently and as part of a team.
•Basic knowledge of network hardware, including routers, switches, and firewalls.
•Should be flexible to work evenings or weekends as required.
•This role requires flexibility to work in rotating shifts, including night shifts.
•Ability to stay composed and perform effectively in high-pressure environments.
•Must be able to adapt quickly to new processes, tools, and technologies.

• Having valid Indian passport will be an advantage.

Proposal Specialist

ABOUT THE ROLE & TEAM:

SITA is the market leader supporting governments worldwide in Border Management solutions, with products and innovative developments implemented for over 60 governments, managing over 2 billion journeys each year. With the challenges facing border authorities evolving so quickly in recent times, SITA is managing a significant uplift in requests for both product implementations and bespoke solutions, and we are seeking an experienced Proposal Specialist to join our Border Management business.

Reporting to Head of Bids the Proposal Specialist is responsible for the entire proposal life cycle for assigned operational bids and plays an active part within the overall Bid Team. Responsible for challenging solutions, driving best practice, and ensuring on time high quality, compliant and excellently articulated customer centric proposals.

The Proposal Specialist may be assigned to work specifically on proposal delivery or may be required to undertake a broader remit encompassing bid management activity.

Are you ready to be part of the future?

WHAT YOU WILL DO:

Proposal Management activity:

– Responsible for timely delivery of all allocated proposal projects ensuring the highest quality of customer deliverables.

– Manage the proposal project working closely with the Bid team.

– Produce & manage the proposal project plan (including risk analysis & contingency planning) ensuring that all necessary activities are completed on time.

– Ensure a consistent and clear story in the overall proposal document by reviewing and providing critique to the content produced by contributors.

– Lead proposal learning reviews by providing objective facilitation and developing clear action plans.

– Facilitate the proposal strategy meeting with the account manager/bid team and other key proposal contributors to ‘storyboard’ proposal content based on customer & competitive analysis.

– Facilitate Pre-Proposal planning meetings with the Account Manager/Bid team to ensure that appropriate steps are taken to maximise the proposal chance of success.

– Request, coordinate and review / edit proposal inputs from a variety of stakeholders, typically involving contributions from sales, product teams, delivery, support, finance, commercial and legal as well as corporate materials.

– Develop and constantly adapt a bid knowledge library, consolidating model answers, reference stories etc.

– Document proposal template management in line with company branding.

EXPERIENCE:

– Minimum 5 years of experience, ideally in IT related business, and with experience in proposals for government customers.

– Minimum of 2 years of experience within the field of bids & proposals – in purchasing and/or sales – including exposure to the vendor side.

– Clear understanding of proposal management processes including pre-proposal planning strategy development and storyboarding proposal writing skills.

– Understanding of bid management process including whole sales cycle.

– Excellent facilitation skills, able to build & motivate proposal teams, generate creativity, act as an effective ‘devil’s advocate’ and use a range of facilitation techniques.

– Able to quickly establish credibility and rapport with sales & business staff and to form teams across organisational boundaries without direct authority.

– Commercial awareness – Understanding of IT, Air Transport, Border Security and Policing markets ideal.

– Good purchasing empathy – able to identify customer drivers in RFPs.

– Able to work effectively on multiple concurrent projects.

– Strong time management / prioritisation skills.

– Strong written English language skills.

– Preferred Bachelor degree in a business or languages discipline or significant relevant experience.

– Ideally holding at least Foundation Level APMP (Association of Proposal Management Professionals) accreditation and/ or equivalent formal training in Proposal or Bid Management.