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Senior Specialist Service Operations

Egypt, Cairo · Job Posted May 27, 2026
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Job Description

The Senior Specialist – Service Operations is a highly experienced operational engineer within PSO PAX, responsible for end‑to‑end technical ownership, advanced troubleshooting, and operational excellence across mission‑critical passenger processing systems. This role goes beyond execution of SOPs. Senior Specialists act as technical anchors within the Service Operations team, leading investigations, mentoring Specialists, driving automation and problem management, and partnering closely with SRE, Engineering, and Field Operations to improve system reliability and reduce operational risk.

Job Responsibility

  • Own complex and high-impact incidents across PAX applications (SBD, CUPPS, Touchpoints, Smart Path, Flex, Maestro)
  • Act as technical lead during Major Incidents (P1/P2), driving investigation, coordination, and recovery
  • Validate incident quality, escalation paths, and technical accuracy before handover to SRE or Engineering
  • Proactively identify operational risks and stability gaps based on incident trends and telemetry
  • Perform advanced root cause analysis across application stacks, middleware and integrations, backend services and databases, hardware interfaces and external airport systems
  • Own the end-to-end technical narrative of incidents and problems (what failed, why, how it propagates)
  • Support and sometimes lead post-incident reviews, ensuring clear corrective and preventive actions
  • Serve as escalation point for Specialists during complex or ambiguous technical issues
  • Design and maintain production-grade automation using PowerShell (primary) and Python (preferred)
  • Lead automation initiatives such as proactive health checks, self-healing workflows, noise reduction and false-alert elimination
  • Partner with SRE teams to translate operational pain points into automation or platform improvements
  • Review and improve scripts created by Specialists to ensure quality, safety, and reusability
  • Own or co-own Problem Records for recurring or systemic issues
  • Drive SOP, runbook, and knowledge base improvements with a focus on clarity, reusability, shift-left enablement
  • Contribute to standardization initiatives across PSO PAX, supporting the broader TOM and DevOps direction
  • Support deployment readiness and operational validation activities where required
  • Mentor and coach Service Operations Specialists in troubleshooting approach, log analysis, incident documentation quality
  • Act as a role model for operational discipline, ownership, and technical rigor
  • Support Service Operations Managers with technical insight, risk assessment, and decision support

Requirements

  • 5+ years of experience in service operations, application support, systems or platform operations
  • Strong scripting expertise: PowerShell (expert), Python (strongly preferred)
  • Deep understanding of distributed application architectures, API-based integrations, Windows-based environments (Linux beneficial)
  • Hands-on experience with monitoring and endpoint tools (e.g., Nexthink, DEX, EDR, observability platforms)
  • Proven ability to lead complex troubleshooting efforts under pressure
  • Strong ITIL knowledge with practical application in Major Incident and Problem Management
  • Ability to balance short-term recovery with long-term reliability improvements
  • High standards for documentation, automation quality, and operational consistency
  • Clear technical communicator, capable of explaining complex failures to both technical and non-technical stakeholders
  • Ownership-driven, proactive, and improvement-oriented
  • Trusted technical advisor within Service Operations and across PSO PAX
  • Degree or equivalent Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in-country qualification
  • Recognized industry certifications such as MCSE MCITP CCNA/CCNP RHSCA AIX Advanced
  • ITIL Foundation Certificate

What we offer

  • Flex Week: Work from home up to 2 days/week
  • 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: Employee Assistance Program (EAP) 24/7/365
  • Champion Health - personalized wellbeing platform
  • Professional Development: access to LinkedIn Learning, Microsoft's Enterprise Skills Initiative, Airport Council International, Pluralsight, Harvard Business Publishing, Stanford and many others
  • Competitive Benefits
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