ph3Overview /h3 pWELCOME TO SITA. At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the integral air travel industry. /p pYou’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. /p pAre you ready to love your job? /p pThe adventure begins right here, with you, at SITA. /p h3Purpose /h3 pThe Manager of Application Operations is a highly technical role, responsible for leading the L2 support and activation for a suite of aviation‑critical software products, including AIRCOM Server, Mission Watch, eWAS, and Data Suite. /p pHe/She manages a globally distributed team of Application Analysts across multiple regions, ensuring operational excellence, service quality, and customer satisfaction. /p pThis role ensures service activation quality, operational excellence, team performance, and customer satisfaction through effective planning and coordination, proactive incident management, process governance, and cross‑functional collaboration. /p pThis role requires strong expertise in application operations, service transition, software release deployment coordination, and troubleshooting complex aviation or enterprise‑grade systems. /p h3Key Responsibilities /h3 h3Team Leadership Management /h3 ul liLead a global team of Application Operations Analyst across multiple time zones. /li liEnsure 24x7 operational readiness for all supported applications, aligning with SLAs and critical customer requirements. /li liOversee hiring, onboarding, and training of L2 support staff. /li liDefine roles, responsibilities, and processes within the AppOps team, ensuring technical depth and continuous knowledge development. /li liAssign and monitor tasks across support teams, ensuring alignment with internal SLAs and KPIs.



/li liWeekly and monthly reporting L2 support and KPIs to line manager Service Operations. /li /ul h3Operational Oversight /h3 ul liManage L2 support for mission‑critical applications such as Aircom Server, eWAS, MissionWatch, and DataSuite. Internal Training to Support Teams. /li liCoordinate with development team and DevOps for bug fixes, escalations, and product updates. /li liEnsure accurate configuration and deployment of application templates and license keys. /li liManage the application inventory for all configurations and retain in good health. /li liOwn the application component of Service Transition, ensuring handover to operations is complete and well‑documented. /li /ul h3Process Service Management /h3 ul liImplement AppOps principles, daily performance and its improvement and capacity planning. /li liDrive incident resolution, root cause analysis support to service management team, and change management processes. /li liMaintain documentation and onboarding materials for L2 operations. /li liParticipate in major incidents to support the L2 team as required and feedback to service management governance team. /li liOwn the lifecycle management of second‑level support for respective applications. /li /ul h3Stakeholder Collaboration /h3 ul liLiaise with internal teams including Service Desk (L1), Platform Operations, DevOps, and Customer Success Managers. SITA Solution and Technical Response. /li liParticipate in L2/L3 coordination meetings to align on support priorities and escalations. /li /ul pCustomer onboarding and customer‑specific deployments in collaboration with Customer Program Delivery (CPD) Project Managers. /p h3Change, Configuration, and Release Management /h3 ul liLead technical reviews of software releases, validating backward compatibility and operational readiness.



/li liParticipate in CABs and deployment planning, ensuring rollback and recovery procedures are documented and tested. /li liEnsure alignment of application environments (staging, QA, production) and manage versioning and patching schedules. /li /ul h3Qualifications /h3 ul li8+ years in Application Support, or Service Operations roles. /li li3+ years experience in a leadership or team management capacity. /li liProven experience managing L2 support operations in a complex, multi‑application environment. /li liUnderstanding of aviation‑related applications and infrastructure. /li liFamiliarity with ServiceNow, Agile/Scrum, and ITIL practices. /li liExcellent leadership, communication, and stakeholder management skills. /li liAviation industry experience, or knowledge of airline ops. /li liProven track record of incident and problem management using ITSM tools (e.g., ServiceNow). /li liExperience with ticket analysis, process optimization, and operational reporting. /li liUnderstanding of cloud environments and hybrid hosting models. /li /ul pStrong analytical and problem‑solving skills with a proactive mindset. /p h3What We Offer /h3 p bFlex Week: /b Work from home up to 2 days/week (depending on your team's needs) /p p⏰ bFlex Day: /b Make your workday suit your life and plans. /p p bFlex‑Location: /b Take up to 30 days a year to work from any location in the world. /p p bEmployee Wellbeing: /b 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. /p p? bProfessional Development: /b Level up your skills with our training platforms, including LinkedIn Learning! /p p? bCompetitive Benefits: /b Competitive benefits that make sense with both your local market and employment status. /p pSITA 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. /p /p #J-18808-Ljbffr

📌 Manager Service Operations (Barcelona)
🏢 Sita
📍 Barcelona