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® by 79% of our employees 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.

PURPOSE

Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.

- To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
- When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
- Ensure shortest possible restoral times possible initiating the timely escalations to specialized Resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements.
- To proactively detect events related to Service Operations services conduct diagnostics provide service request ownership to ensure resolution of customer faults.
- Reporting and escalating all observed incidents to proper SITA operational escalation points
- When/where required perform assigned tasks on 24 x 7 shifts basis
- Provide a professional support and assistance to SITA customers to understand their issues and open incidents for resolution by the SITA support organization with all the relevant and required information.
- Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group.




- Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA.
- Work closely with all resolver groups including third party vendors to ensure timely resolution of all incidents
- The Service desk agent has a key role in influencing customer satisfaction by the way he/she interact with the customers especially when dealing with them on the phone.
- Perform hierarchical and functional escalations where required when incidents cannot be resolved

KEY RESPONSIBILITIES

Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
- To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
- When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
- Ensure shortest possible restoral times possible initiating the timely escalations to specialized Resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements.
- To proactively detect events related to Service Operations services conduct diagnostics provide service request ownership to ensure resolution of customer faults.
- Reporting and escalating all observed incidents to proper SITA operational escalation points
- When/where required perform assigned tasks on 24 x 7 shifts basis
- Provide a skilled support and assistance to SITA customers to understand their issues and open incidents for resolution by the SITA support organization with all the relevant and required information.




- Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group.
- Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA.
- Work closely with all resolver groups including third party vendors to ensure timely resolution of all incidents
- The Service desk agent has a key role in influencing customer satisfaction by the way he/she interact with the customers especially when dealing with them on the phone.
- Perform hierarchical and functional escalations where required when incidents cannot be resolved

Qualifications

EXPERIENCE

- Customer Service positions with some customer engagement experience in a help desk environment and/or travel industry is preferred.
- Experience of working in the Airport / Airline industry.
- Candidate from colleges and universities who have the motivation to work in customer service and support.

KNOWLEDGE & SKILLS

- Basic knowledge and understanding of Network protocols.
- Product and Service knowledge in one or several of the following areas at beginner level:

- Airport Services

- Desktop services

- Network Services
- Customer specific services and solutions (for dedicated support)
- Exposure to ITIL and to IT and network components and principles
- Experience working with IT Network equipment's (CISCO, Huawei, Juniper etc)
- SDN certification / know how desired
- Demonstrated maturity in handling complex customer issues and irritated customers
- Excellent customer communication skills both verbal and written in English and other languages as required

PROFESSION COMPETENCIES

- ITIL/ITSM

- Info Gathering

- Product/Solution Knowledge

- Service Excellence Attitude

- Technical Communication

CORE COMPETENCIES

- Adhering to Principles & Values

- Communication
- Creating & Innovating

- Customer Focus
- Impact & Influence

- Leading Execution

- Results Orientation

- Teamwork

EDUCATION & QUALIFICATIONS

Bachelors/University degree in related field or equivalent work experience required.
- ITIL Foundation Certificate desirable

- CCNA desired

Starting Salary / Compensation

Starting Salary / Compensation

Salary / Compensation Note

Hidden (-999)

📌 Associate Customer Support (Delhi)
🏢 SITA Switzerland
📍 Delhi