Mark Baker
About Mark Baker
Mark Baker is a Manager of Service Operations at SITA, where he has worked since 2020. He has extensive experience in IT operations, quality assurance, and application support, with a background in finance from Georgia State University.
Work at SITA
Mark Baker currently serves as the Manager of Service Operations at SITA, a position he has held since 2020. In this role, he is responsible for overseeing operational engagements and ensuring effective collaboration between the scrum/engineering and operations teams for SITA products. Additionally, he has been working as an Escalation/Problem Manager since 2017, where he proactively identifies potential roadblocks and mitigates issues with third parties and vendors. He also monitors newly released deliverables under the SITA hyper care program and provides quarterly operational reviews to the SITA Portfolio owners.
Previous Experience
Prior to his tenure at SITA, Mark Baker held several managerial positions in the Greater Atlanta Area. He worked at JDSU as Manager of Quality Assurance from 1999 to 2009, followed by a role as Manager of Production Support from 2009 to 2012. He also served as Manager of Application Support at Worldpay from 2014 to 2017. His diverse experience in these roles has contributed to his expertise in managing the software delivery lifecycle and ensuring customer and employee satisfaction.
Education and Expertise
Mark Baker studied at Georgia State University, where he earned a Bachelor of Business Administration (BBA) with a focus on Finance. He holds expertise in ITIL v4 Foundation and is a TL9000 Internal Auditor. His technical skills include proficiency in various tools and platforms such as SharePoint, Remedy Administrator, JIRA, and SQL, among others. This educational background and skill set support his current responsibilities in service operations and problem management.
Technical Skills and Tools
Mark Baker possesses in-depth application knowledge and hands-on experience in change management, SQL, and Unix. He is skilled in using a variety of tools and platforms, including Microsoft Project, Power BI, Power Apps, SAP Business Intelligence, and ServiceNow. His familiarity with these technologies enables him to effectively manage operational processes and enhance service delivery within his current role at SITA.
Achievements in Service Operations
In his role as Manager of Service Operations at SITA, Mark Baker has been responsible for defining and collaborating on operational strategies that improve efficiency. He has extensive experience in monitoring software deliverables and conducting operational reviews, which contribute to identifying gaps and potential improvements. His focus on customer satisfaction and operational excellence has been a key aspect of his work in this position.