Ensure high availability, performance, and reliability of technology services in the air travel sector by managing incidents, automating systems, conducting root cause analysis, and working closely with development and operations teams to support seamless global service operations.
Responsibilities
- Design, implement, and maintain support systems to ensure system reliability and optimal performance.
- Handle complex technical escalations for the Production Support Organization (PSO).
- Automate system provisioning, self-healing, recovery, deployment, and monitoring processes.
- Respond to incidents and conduct root cause analysis for critical system outages.
- Monitor system performance and define Service-Level Indicators (SLIs) and Objectives (SLOs).
- Work with Development and Operations teams to integrate reliability practices and zero-downtime architectures.
- Proactively detect and resolve performance bottlenecks.
- Serve as technical expert within SGS, collaborating with Product T&E, ICE, and Service Architects on new product development.
- Coordinate with internal and external stakeholders to enhance service performance and availability.
- Ensure operational readiness for new product rollouts.
- Be accountable for the availability and performance of assigned products within SGS.
- Investigate recurring issues and perform in-depth problem analysis to prevent future disruptions.
- Collaborate with Incident Management, PSOs, and Engineering teams to implement permanent fixes.
- Track and report on the effectiveness of problem resolution efforts to drive continuous improvement.
- Develop and maintain an event catalog with defined events, thresholds, and automated remediation actions.
- Establish event response procedures, deliver training, and improve incident handling efficiency.
- Partner with Customer Success Managers to improve customer satisfaction and retention.
- Produce reports, documentation, and communications on customer metrics, updates, and product changes.
- Identify opportunities to improve internal processes and workflows.
- Contribute to knowledge repositories such as FAQs and training content.
- Implement data governance policies and ensure compliance with defined standards.
- Monitor data quality, consistency, and regulatory compliance continuously.
- Act as a Subject Matter Expert for data in the assigned domain, providing guidance and resolving queries.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field.
- Minimum of 5 years of experience in IT operations, service management, or infrastructure roles such as Site Reliability Engineer, Problem Manager, or DevOps Manager.
- Demonstrated experience managing systems requiring high availability and operational reliability.
- Extensive background in root cause analysis (RCA), incident management, and resolving recurring service issues.
- Hands-on experience with CI/CD pipelines, automation, performance monitoring, and infrastructure as code (IaC).
- Proven ability to work with cross-functional teams including Development, Operations, and Engineering to enhance service delivery.
- Experience managing deployments, performing risk assessments, and improving event and problem management workflows.
- Familiarity with cloud platforms, containerization, scalable architectures, and zero-downtime deployment strategies.
- Strong proficiency with AKS and on-premises Kubernetes environments.
- Proficiency in scripting with Ansible, Bash, and Python, or a combination thereof.
- Experience with automation tools and frameworks.
- Experience with CI/CD pipeline design and maintenance.
- Exposure to Terraform for infrastructure provisioning.
- Cloud platform skills on Azure or AWS.
- Basic database administration and query capabilities.
- Strong analytical and problem-solving abilities with a quick learning aptitude.
- Adoption of a Site Reliability Engineering (SRE) mindset focused on automation, scalability, and system resilience.
Tech Stack
AKS, Kubernetes (on-prem), Ansible, Bash, Python, CI/CD pipelines, Terraform, Azure, AWS, Infrastructure as Code (IaC), Containerization, Cloud technologies, System monitoring, Automation tools, Zero-downtime deployment
Benefits
- Flex Week: Work remotely up to two days per week based on team requirements.
- Flex Day: Adjust your daily schedule to fit personal needs and commitments.
- Flex-Location: Work from any location worldwide for up to 30 days per year.
- Employee Wellbeing: 24/7/365 access to an Employee Assistance Program (EAP) for employees and dependents.
- Champion Health: Personalized digital platform supporting physical, mental, and emotional wellbeing.
- Professional Development: Access to learning platforms including LinkedIn Learning, Microsoft Enterprise Skills Initiative, Pluralsight, Harvard Business Publishing, Stanford, and Airport Council International.
- Competitive benefits package tailored to local regulations and employment status.
Compensation
Not specified. Competitive benefits aligned with local market and employment status.
Work Arrangement
Hybrid work model in Switzerland with option to work from home up to 2 days per week and up to 30 days per year from any location worldwide.
Team
Cross-functional collaboration with Development, Operations, Engineering, Product T&E, ICE, Service Architects, PSOs, and Customer Success Managers.
- Commitment to diversity and inclusion across 200 countries and 60 languages.
- Supportive and inclusive work environment.
- Culture of empowerment, support, and inspiration for professional growth.
- Recognized as a Great Place to Work by 79% of employees.
- Focus on innovation and continuous improvement.
- Prioritization of employee wellbeing.
- Encouragement of professional development and lifelong learning.
Additional Information
- Operates in 95% of international airports and serves over 2,500 transportation and government clients globally.
- Certified as a Great Place to Work in key growth regions.
- Equal Opportunity Employer: Encourages applications from women, aboriginal people, visible minorities, and persons with disabilities, with self-identification supported in the hiring process.
- Work environment includes modern, comfortable offices with flexible work-from-home options.
- Professional development opportunities aligned with individual development plans and business goals.
Not specified
