Lead Site Reliability Engineer/ Expert

WELCOME TO SITA

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don’t just move the world forward-we’re proud to be recognized as a Great Place to Work® by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA

PURPOSE

Responsible for the proactive support of products so that there is high product performance that is continuously improved. Responsible for identifying and resolving the root causes of operational incidents implementing solutions to improve stability and prevent recurrence. Manages the creation and maintenance of the event catalog to trigger events and develops both manual remediation approaches and automated workflows to resolve alerts. Oversees the deployment of IT services and solutions ensuring successful integration with minimal disruption. Focuses on operational automation and integration to enhance efficiency and collaboration between development and operations within service operations.

KEY RESPONSIBILITIES

Site Reliability Engineer

• Define, build, and maintain support systems to ensure high availability and performance.
• Handle complex cases for the Operations team.
• Build events to add to the event catalog for the relevant product or application.
• Implement automation for system provisioning, self-healing, auto recovery, deployment, and monitoring.
• Perform incident response and root cause analysis for critical system failures.
• Monitor system performance and establish service-level indicators (SLIs) and objectives (SLOs).
• Collaborate with development and operations to integrate reliability best practices, including moving to zero downtime architecture.
• Proactively identify and remediate performance issues.
• Work closely with Product, Software & Infra Engineering and Service support architects for new product productization
• Ensure Operations readiness to support new products
• Coordinate with internal and external stakeholders for feedback for continual service improvement for in scope products & drive plan till successful closure
• Accountable for the in-scope product to ensure high availability performance.

Problem Management

• Conduct thorough problem investigations and root cause analyses (RCA) to diagnose recurring incidents and service disruptions
• Coordinate with incident management teams,operations experts and collaborate with different Service Operations and Engineering teams to develop and implement permanent solutions.
• Monitor the effectiveness of problem resolution activities, provide regular reports on problem management activities, and ensure continuous improvement.

Event Management

• Define and maintain an event catalog, specifying active events, thresholds, and relevant remediation, and optimize it for efficiency.
• Develop event response protocols, provide training to teams, and ensure quick and efficient handling of incidents.
• Collaborate with stakeholders to define events, ensure coverage across the Service Operations, and drive improvements based on post-event reviews and feedback.

Deployment Management

• Own the quality of new release deployment for the Service Operations, ensuring a clear process and responsibilities are assigned for smooth implementation.
• Develop and maintain deployment schedules, conduct operational readiness assessments, and manage deployment risk assessments to ensure service stability.
• Oversee the execution of deployment plans, coordinate resources & process with delivery and lifecycle engineering, communicate with stakeholders, and continuously work with different stakeholders to improve deployment processes based on feedback.

DevOps Management

• Manage continuous integration and deployment (CI/CD) pipelines, ensuring smooth integration between development and operational teams.
• Automate operational processes, monitor system performance, and resolve issues related to automation scripts to increase efficiency.
• Implement and manage infrastructure as code, provide ongoing support for automation tools, and continuously improve DevOps practices.

Qualifications

EXPERIENCE

• 8+ years of experience in IT operations service management or infrastructure management or application management including roles such as Site Reliability Engineering lead or DevOps Engineer/lead.
• Proven experience in managing high-availability systems and ensuring operational reliability.
• Extensive experience in root cause analysis (RCA) incident management and developing permanent solutions for recurring service disruptions.
• Extensive expertise in monitoring and observability implementation
• Hands-on experience with CI/CD pipelines, automation system performance monitoring and the implementation of infrastructure as code.
• Strong background in collaborating with cross-functional teams (development operations engineering etc.) to improve operational processes and service delivery.
• Experience in managing deployments risk assessments and optimizing event and problem management processes.
• Familiarity with cloud technologies containerization and scalable architecture including experience with zero-downtime deployment strategies.

KNOWLEDGE & SKILLS

Functional Skills:

• Collaboration
• Communication
• Problem Solving
• Incident Management
• Change Management

Technical Skills:

• Cloud Infrastructure (AWS, Azure)
• Linux Administration
• Windows Administration
• Monitoring & Observability
• DevOps (CI/CD)
• Programming & Scripting Languages
• Application Support

PROFESSION COMPETENCIES

• Business Acumen
• Consultancy
• Financial Acumen
• Info Gathering&Processing
• Organisational Awareness
• Quality Orientation

CORE COMPETENCIES

• Collaboration
• Communication
• Problem Solving
• Incident Management
• Change Management
• Innovation

EDUCATION & QUALIFICATIONS

Educational Background :

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Advanced degree (Master’s or equivalent) is often preferred for senior positions.

Qualifications

• Relevant certifications such as Linux Administration, Certified Kubernetes Administrator (CKA)
• Certifications in cloud platforms (AWS, Azure, Google Cloud) or DevOps methodologies (e.g., Certified DevOps Professional)
• Certification in Windows Administration, Linux Administration

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.

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 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.

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

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.