Lead, Site Reliability Engineer (Experience In Site Reliability, Monitoring Tools)

Overview
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 worlds 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.
PURPOSE
To assure SITAs competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities.n- Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities. Provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. To manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.
What You Will Do
Providing support for Border Control devices such as Automated Border Control Gates and Kiosks deploy at multiple locations around the World, mainting continuity across these service and making sure the local teams can be supported remotely in restoring and maintaining service availability to meet customer and user needs to keep passengers moving safely and quickly through airport security.
As Portfolio Senior Support Specialist, you will work closely with development teams in an agile manner ensuring Border Automated Border Control (ABC) Products and Infrastructure are maintained to the highest standard. We are looking for a skilled Windows and Application Support Engineer to provide robust support for our organizations Windows infrastructure and applications. The ideal candidate will have hands-on experience in remotely managing Windows servers, troubleshooting application issues, and maintaining system security and performance and supporting local support teams remotely in the management and running of the ABC Products deployed at airports around the World.
This role is essential in ensuring the smooth running of passenger flows through airports and ports, working with the local teams and working in isolation to address technical issues promptly, and optimizing our infrastructure to support business operations.
In addition, you will be responsible for supporting the junior members of the team who would be responsible for the general maintenance of the service around key service availability activities such as patching and deployment management.
Key Responsibilities

• Remote Operational Maintenance and Support
• Perform initiative-taking system monitoring, identifying, and addressing potential issues in ABC gates and kiosks before they affect operations.
• System Monitoring and Reporting
• Utilize monitoring tools to assess system availability, performance, and any potential security risks.
• Maintain detailed logs in the ticketing system, documenting incidents, resolutions, and service updates for compliance and continuous improvement.
• Continuous Improvement and Collaboration**
• Work closely with the central IT support and engineering teams to identify trends and recurring issues, proposing improvements in system reliability and reducing service disruptions.
• Stay up to date on system upgrades, new features, and emerging technologies relevant to border control and self-service kiosks.
• System Administration:
• Maintain, monitor, and manage Windows-based systems, including Windows Server and desktop environments.
• Implement updates, patches, and configuration changes to ensure optimal performance and security.
• Perform regular system backups and recovery processes as needed.
• Application Support:
• Provide technical support for in-house and third-party applications, diagnosing and resolving application-level issues.
• Manage application installations, configurations, and updates.
• Troubleshoot application errors and work with relevant stakeholders for resolution.
• Incident and Problem Management:
• Known Issues DB
• Reports
• Respond to technical incidents promptly, ensuring minimal downtime for users.
• Perform root cause analysis and implement preventive measures to reduce future issues.
• Document incidents, problems, and resolutions in the incident tracking system.
• User Support:
• Provide support to end-users for Windows and application-related issues, offering solutions to increase productivity.
• Educate and train users on Windows and application functionalities.
• Performance Optimization and Monitoring:
• Run basic performance report - Around capacity planning.
• Use monitoring tools to analyze system performance and identify potential issues.
• Optimize system configurations for improved efficiency and performance.
• Security and Compliance:
• Patching
• Enforce security protocols and best practices across Windows systems and applications.
• Conduct regular security audits and ensure compliance with organizational and regulatory standards.
• Assist in disaster recovery planning and testing.
  

Required Skills And Qualifications

• Educational Background:
• Bachelors degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• Technical Skills:
• Proficient in Windows Server and Windows OS (Windows 10, 11, Windows Server 2016/2019/2022).
• Familiarity with Active Directory, DNS, DHCP, Group Policy, and other Windows administration tools.
• Experience with application support, installation, and troubleshooting.
• Strong understanding of networking concepts, including TCP/IP, firewalls, and VPN.
• Strong Remote support diagnosis and support skills.
• Desirable Skills:
• Understanding and implementation of SRE Best Practices
• Experience with PowerShell or other scripting tools for automation.
• Familiarity with monitoring tools (e.g., Nagios, SolarWinds, or similar).
• Knowledge of cloud platforms (AWS, Azure, or Google Cloud) is an advantage.
• Linux
• Airport Devices such as Automated Gates and Kiosks
• Soft Skills:
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Customer-focused attitude with a commitment to high-quality support.
  

• Additional Requirements
• Must be eligible to work in India and able to pass required background checks.
• Availability for shift work, including nights, weekends, and holidays, with flexibility to respond to urgent issues.
• Working Conditions
• Environment**: Office-based, central support hub in Delhi, India, providing remote support for multiple global airport locations.
• Physical Requirements**: Primarily desk-based work, with requirements for extended periods of monitoring and remote troubleshooting.
  

Qualifications
Experience

• Minimum of 3 years of experience in Windows system administration and application support.
• Proven experience troubleshooting and resolving technical issues in a Windows environment.
• Experience in a support role within an enterprise or mid-sized organization is preferred.
  

Certifications (Preferred)

• Microsoft Certified: Windows Server Hybrid Administrator Associate or similar.
• CompTIA Network+ or CompTIA Security+.
• ITIL Foundation or other relevant IT Service Management certification.
  

What We Offer

• SITAs 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 Teams 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 30 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.