Overview

WELCOME TO SITA
SITA is the leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the energetic world of technology while embracing our collaborative, and inclusive culture.
Ready to redefine air travel? The journey starts here, with you at SITA.
PURPOSE
The L2 Voice Operations position is a key role within the Command Center, supporting SITA’s global IP Telephony, Unified Communications, and Collaboration products and services. The Command Center provides end-to-end support to a worldwide customer base, requiring high technical expertise to remain fully self-sufficient.




The primary focus is ensuring timely resolution of Level 2 incidents and implementing approved changes where applicable. As the specialist in IP Telephony, Unified Communications, and Collaboration, the role is also accountable for driving resolution of major incidents in crisis situations.
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KEY RESPONSIBILITIES
Provide customers with professional, timely, and effective technical expertise for IP Telephony, Unified Communications, and Collaboration services.
Support or provision customer voice network changes on time, focusing on process improvement and first-time-right execution.
Own voice service incidents in IP Telephony, Unified Communications, and Collaboration domains across complex topologies (Voice TDM, VoIP, Call Centers, unmanaged LAN, IP routing, or quality issues) and apply a methodical problem-solving approach with escalation to suppliers as needed.
Implement change requests for Cisco, AudioCodes SBCs, and Genesys Cloud solutions.
Maintain an up-to-date customer voice to

📌 Senior Service Operations Specialist (Gurugram)
🏢 SITA Switzerland
📍 Gurugram