Overview
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.
About The Role & Team
We are seeking an experienced and highly skilled
Technical Support Team Lead to manage a Technical Support team. This team will provide advanced support for the SITA’s solutions across airports, airlines, ground handlers, and railways, ensuring effective handling of technologies such as Windows Servers, databases, Kubernetes, Azure, AWS, RabbitMQ, APIs, integration services, queueing systems, clustering, and other infrastructure. The Technical Support Team Lead will be responsible for managing escalations, driving incident resolution, and ensuring compliance with ITIL processes, service level agreements (SLAs), and customer contracts.
What You’ll Do
- Team Management & Leadership:
- Lead, mentor, and develop a Level 2 Technical Support team, ensuring high performance and continuous technical growth.
- Oversee advanced troubleshooting and resolution of complex technical issues escalated from Level 1 support.
- Ensure the team adheres to high standards in managing incidents and problems, providing expert guidance and leadership.
- Provide training and development opportunities for team members, conduct annual performance reviews, and contribute to the overall performance appraisal process.
- Service Operations Support:
- Ensure that customer and product documentation is kept up-to-date in the knowledge base (KT), taking necessary actions for updates.
- Provide advanced technical support to internal and external customers in alignment with customer contracts and SLAs.
- Manage incident resolution, coordinating with resolver groups to ensure timely and high-quality issue resolution.
- Ensure compliance with ITIL processes, adhering to best practices for incident, problem, and change management.
- Initiate escalations to specialized resolver groups both inside and outside the organization when required, in line with SLAs.
- Technical Expertise & Continuous Improvement:
- Leverage deep technical expertise in Windows/Linux Servers, databases, Kubernetes, Azure, AWS, RabbitMQ, APIs, integration services, queueing systems, clustering, and related infrastructure to resolve issues and improve processes.
- Drive continuous improvement by identifying areas for process optimization and by ensuring all team members are equipped with up-to-date technical knowledge.
- Ensure industry best practices are followed in installation, configuration, and operational procedures to deliver high-quality service.
- Manage the support of API integrations and integration services for customers, ensuring seamless communication between systems and applications.
- Troubleshoot issues related to APIs, integration services, and middleware, and collaborate with DevOps teams to resolve complex issues.
- Ensure the proper documentation of APIs and integration workflows, making sure they are aligned with customer requirements and operational standards.
- Change & Incident Management:
- Manage change configurations, design, and implementation of supported products and systems, ensuring smooth transitions and minimal service disruptions.
- Lead the resolution of critical incidents, ensuring the shortest possible restoration times, and maintain communication with key stakeholders throughout the process.
- Ensure adherence to ITIL change management processes for all deployments and system changes.
- Produce monthly performance reports and ensure any observed issues are escalated and addressed appropriately.
- Collaboration & Communication:
- Collaborate with internal teams, external vendors, and stakeholders to resolve complex technical issues and ensure operational efficiency.
- Ensure the smooth communication and escalation of issues through proper operational channels.
- Serve as the point of escalation for high-priority issues, providing on-call support as needed for critical incidents.
- Documentation & Reporting:
- Maintain up-to-date documentation of service-related processes and ensure knowledge gaps are filled by contributing to a comprehensive knowledge repository.
- Prepare detailed reports on team performance, issue resolution times, and any significant incidents or trends for management review.
Qualifications
ABOUT YOUR SKILLS
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 5+ years of experience in technical support, with at least 2 years in a leadership role in a Level 2/3 environment.
- Strong expertise in enterprise IT environments including Windows/Linux Servers, databases, Kubernetes, cloud platforms (Azure, AWS), RabbitMQ, APIs, integration services, queueing systems, clustering, and related technologies.
- Proven track record of managing complex incident and problem resolution processes, adhering to ITIL processes and frameworks.
- Experience leading a high-performing team, managing advanced technical issues, and ensuring high levels of customer satisfaction.
- Relevant certifications in cloud platforms (AWS, Azure), ITIL, or similar frameworks are highly desirable.
Personal Attributes
- Strong leadership and organizational skills with a focus on mentoring and developing advanced technical teams.
- Excellent problem-solving abilities with a proactive approach to incident management, process improvement, and adherence to ITIL standards.
- Ability to work in high-pressure environments and manage multiple complex issues simultaneously.
- Customer-focused mindset with a commitment to delivering high-quality service and technical excellence.
What We Offer
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
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Flex Week: Work from home up to 2 days/week (depending on your team's needs)
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Flex Day: Make your workday suit your life and plans.
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Flex-Location: Take up to 30 days a year to work from any location in the world.
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Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
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Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
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Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.