Overview

WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.
You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
Are you ready to love your job? The adventure begins right 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.
KEY RESPONSIBILITIES
Provide customers with skilled, 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 across complex topologies 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 topology database.
Actively contribute to process improvement and mapping within the ITIL framework.
Drive customer satisfaction by delivering high-quality support.
Understand complex integrations: Contact

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