Specialist/Engineer Service Operations (Ansible, Linux, Elastic & Kibana), Amman, Jordan

Overview

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® 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.

ABOUT THE ROLE & TEAM

To strengthen SITA's competitive position by delivering high-quality Service Operations in line with SITA standards and procedures, ensuring maximum customer satisfaction through reliable, first-class technical support. The role ensures high service availability by maintaining systems and applications in a fully supported and correctly configured state, while actively contributing to continuous improvement of operational processes.

The Application Support Specialist (L2) provides advanced support for business-critical applications, resolving escalated incidents, performing deep technical troubleshooting, and supporting change and release activities. The role ensures application availability in line with contractual SLAs and acts as the technical bridge between Service Desk (L1) and L3/SRE, Engineering, and Product teams.

WHAT YOU'LL DO

Service Operations & Incident Management

• Provide Level 2 application support to external customers in accordance with customer contracts and agreed SLAs.

• Take ownership of incidents and service requests escalated from L1 through to resolution and closure.

• Perform advanced troubleshooting and diagnostics, including log analysis, configuration validation, and functional testing.

• Act as Single Point of Contact (SPOC) for complex application incidents when required, coordinating with internal resolver groups, L3 teams, vendors, and service partners.

• Ensure timely service restoration by applying appropriate escalation and communication procedures.

Problem Management & Service Improvement

• Assist with root cause analysis (RCA) for recurring and major incidents and contribute to problem records and known error databases.

• Proactively identify trends, risks, and weaknesses within supported applications and raise problems to prevent future incidents.

• Identify opportunities for service improvement, automation, and knowledge transfer to reduce incident volumes and improve service quality.

Change, Release & Configuration Support

• Support Change Management activities, including application configuration changes, patches, upgrades, and releases in line with approved change processes.

• Perform pre- and post-implementation validation to ensure changes are successfully deployed without service degradation.

• Maintain accurate configuration and operational documentation for supported applications and systems.

Operational Support & Documentation

• Monitor application health and performance, responding proactively to alerts and service degradation.

• Create and maintain support documentation, runbooks, troubleshooting guides, and knowledge articles to assist in speedy resolution and operational consistency.

• Provide onsite support during cutovers, upgrades, and major releases when required.

Vendor & Stakeholder Management

• Work with third-party vendors and local suppliers to resolve application-related incidents and changes, tracking issues through to closure.

• Communicate effectively with customers, stakeholders, and internal teams to ensure clarity, transparency, and service confidence.

Operational Readiness

• Participate in on-call and escalation rotas, including 24x7 shift coverage where required.

• Ensure compliance with ITIL processes, security policies, regulatory requirements, and operational standards.

Qualifications

ABOUT YOUR SKILLS

Must-to-have:

• Proven experience in an L2 Application Support or similar role within a production environment.

• Strong experience with incident, problem, and change management processes (ITIL-aligned).

• Hands-on experience with application troubleshooting, log analysis, and configuration management.

• Ability to manage multiple incidents and priorities in a time-critical, SLA-driven environment.

• Strong communication skills with the ability to engage technical and non-technical stakeholders.

• Must have worked as a Linux system administrator.

• Working experience with Ansible for executing playbooks, routine operational tasks, and environment configuration under established procedures.

• Experience using Elastic/Kibana for log analysis, monitoring, and fault isolation to support incident resolution and root cause identification.

Nice-to-have:

• Experience supporting mission-critical or regulated environments (e.g. aviation, government, border control, financial services).

• Exposure to monitoring tools, ticketing systems, and knowledge management platforms.

• Experience working with third-party vendors and service providers.

• ITIL Foundation or equivalent certification.

• Knowledge of containerized applications using Docker and Kubernetes, including basic troubleshooting of pods, services, deployments, and resource issues is an advantage

• Experience using Elastic/Kibana for log analysis, monitoring, and fault isolation to support incident resolution and root cause identification.

PROFESSION COMPETENCIES

• Applications Support
• Info Gathering & Processing
• Product/Solution Knowledge
• Service Infrastruct/Platforms
• Technical Communication

CORE COMPETENCIES

• Adhering to Principles & Values
• Communication
• Creating & Innovating
• Customer Focus
• Impact & Influence
• Leading Execution
• Results Orientation
• Teamwork

EDUCATION & QUALIFICATIONS

• Minimum 3-5 years experience in an application/system support domain. Must have dealt directly with external customers delivering to SLAs.
• Degree in Computer Science / Electronic Engineering or equivalent
• RHCSA Certificate or Applicable vendor / technology certification
• Work experience in particular: Linux/Oracle entry level AIX Specialist
• ITIL Foundation Certificate