WELCOME TO SITA

Were 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.

Youll 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

The Level 3 IT Support Engineer will work within the Airport IT Command Center to manage, monitor, and troubleshoot mission-critical airport systems including baggage handling, flight information display systems (FIDS), passenger check-in, security systems, and airline-hosted applications. The role ensures real-time service continuity across the airport ecosystem, supports escalated incidents, and collaborates with OEMs and airport stakeholders to maintain optimal uptime.

WHAT YOU’LL DO

• Act as escalation point for complex technical issues impacting airport operations.
• Monitor and manage critical airport systems such as:
• BRS (Baggage reconciliation System)
• CUTE/CUPPS (Common Use Terminal Equipment/Passenger Processing Systems)
• Bio Metric solutions - Digi Yatra
• Network - Campus LAN , WAN
• Respond to priority-1 and priority-2 incidents with real-time resolution focus.
• Swiftly handle Critical and be Part of Major Incident Management.
• Coordinate and lead incident bridges during system outages or disruptions.
• Work with airline DCS (Departure Control Systems) teams and third-party vendors to restore services quickly.
• Perform post-incident analysis and generate Root Cause Analysis (RCA) reports.
• Execute routine system health checks, scheduled maintenance, and patching.
• Maintain shift handover reports and update operational documentation.
• Follow airport authority and airline IT protocols strictly, including compliance and cyber-security standards.

ABOUT YOUR SKILLS

• Minimum 5–7 years in IT infrastructure support, with 2+ years in Level 3 or equivalent in a 24x7 airport or mission-critical setting.
• Strong troubleshooting expertise in:
• Windows 2016*
• Network infrastructure (LAN/WAN, Cisco, Palo Alto , Versa)
• VMware, Application and middleware services
• Hands-on experience with ITSM platforms (ServiceNow, Remedy, etc.)
• Familiarity with industry protocols like IATA messaging (BSM, BPM, BSN) and SITA-based solutions.
• Must understand aviation SLAs and airport incident escalation models.
• Strong communication, coordination, and reporting skills.

Certifications :

• ITIL v4 Foundation or Intermediate
• CCNA, PCCSA, MCSA
• AZ 104
• Airport-specific trainings like ACI or SITA-based certifications (added advantage)

Work Environment:

• 24x7 operations with rotational shifts
• On-call availability for critical issues
• Coordination with multiple stakeholders: Airport Operations, Airlines, OEMs, and IT vendors

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 its like to join our team and take a step closer to your best life ever.

🏡 Flex Week: Work from home up to 2 days/week (depending on your team’s needs)

⏰ Flex Day: Make your workday suit your life and plans.

🌎 Flex Location: Take up to 30 days a year to work from any location in the world.

🌿Employee Wellbeing: We’ve 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.

🚀Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!

🙌🏽 Competitive Benefits: Competitive benefits that make sense with both your local spanet 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.