Lead Engineer Field Ops

WELCOME TO SITA

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

Drive SITA's growth by delivering quality technical field services, seeking local revenue opportunities, and ensuring customer satisfaction. Support and lead the field services team to maintain service quality through improved processes. Internal Desktop roles focus on internal customers, requiring basic LAN/WAN troubleshooting knowledge, with no airline experience or billing responsibilities needed.

What you will do:

• Customer Support: Provide field operations support to internal and external customers, adhering to customer contracts and SLAs.
• IT Equipment Maintenance: Ensure proper functioning and maintenance of customer IT equipment and services.
• Incident Coordination: Act as the customer's SPOC, coordinating on-site interventions with resolver groups, field operations, and the Service Desk.
• Equipment Repairs: Perform and coordinate high-standard local repairs and ensure timely resolution through resolver groups.
• Spares Management: Manage faulty equipment replacement, ensure timely spare replenishment, and adhere to availability policies.
• Installation & Surveys: Conduct site surveys and installations following industry best practices and guidelines.
• Preventive Maintenance: Perform regular preventive maintenance as per schedules and manufacturer specifications.
• Team Supervision: Supervise, train, and support field services staff, ensuring high work standards and adherence to policies.
• Operational Reporting: Report problems, escalate issues, and provide performance feedback to regional management.
• Policy Adherence: Ensure compliance with local standards, including proper incident and change data recording in the Service Hub.

About your skills:

• Minimum 4-5 years of experience in on-site support and repairs of PCs, printers, and LAN/WAN equipment.
• Proven track record of delivering services to external customers in line with SLAs.
• Experience in supervising or managing a team in a leadership role.
• Extensive experience working at customer locations.
• In-depth experience within the airport/airline industry.

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:

Flex Week: Work from home up to 2 days/week (depending on your Team's needs).
Flex Day: You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world!
Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!
Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.

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.