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 role is responsible for leading and overseeing day-to-day IT service operations, ensuring effective incident, escalation and change management with minimal business impact. It provides operational leadership to the team, driving performance, capability development, coordination and continuous improvement. The role also owns the Change Control Board, ensures consistent change management across portfolios, and coordinates the resolution of critical incidents, including triggering the crisis management process when required.

what will you do

- Shift & Operations Management
- Manage day-to-day Service Desk operations and ensure adequate shift coverage.
- Monitor workload, queues, SLA performance and resource utilization.

Incident & Escalation Management
- Ensure timely handling and escalation of P1/P2 and critical incidents.
- Coordinate with resolver groups and stakeholders until service restoration.

SLA & KPI Management
- Track SLA, MTTR, backlog, response/resolution times and other operational KPIs.
- Take corrective actions when performance deviates from targets.

Team Leadership
- Allocate work, monitor individual performance and provide coaching/feedback.
- Ensure adherence to processes, SOPs and shift handover standards.





Customer & Stakeholder Management
- Act as the first operational escalation point for customers and internal stakeholders.
- Ensure effective communication during service-impacting incidents.

Quality & Process Compliance
- Conduct ticket/incident quality checks and ensure accurate documentation.
- Identify recurring issues and drive improvements through Problem Management/KEDB.

Reporting & Governance
- Prepare shift/daily operational reports and highlight risks, trends and exceptions.
- Support service reviews and management governance with accurate operational data.

Continuous Improvement
- Identify opportunities for Shift-Left, automation, knowledge improvement and process optimization.
- Drive reduction in repeat incidents, avoidable escalations and manual activities.

Qualifications

EXPERIENCE

- Minimum 7 years relevant travel industry experience preferably in the in airline industry systems application support or delivery.
- Bachelors/University degree in related field or equivalent work experience required.
- Proven experience in Service Desk / IT Operations management, including shift management, SLA adherence, workload allocation and operational performance monitoring.
- Solid experience in major/critical incident and escalation management, coordinating resolver groups and stakeholders through to service restoration.
- Experience managing Change Management and Change Control Boards, ensuring effective governance and consistent implementation of changes across portfolios.




- Proven track record of driving continuous improvement, automation, Shift-Left, knowledge management and process optimisation within IT service operations.

KNOWLEDGE & SKILLS

Functional Skills:

- Stakeholder Management
- Customer Success Excellence.
- Communication.
- Influence and Negotiation.
- Strategic Planning.

- Problem Solving
- Customer Relationship Management.
- Project Management.
- Change Management.

- Training Management
- Collaboration.

- Incident Management
- Service Request Management.

- Event Management

Technical Skills:

- Product Knowledge

- ITIL

- Network

- Application Support

- ITSM Ticketing

WHAT WE OFFER We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

? Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

? Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!

? Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.

Salary / Compensation Note

Hidden (-999)

📌 Team Leader Digital Customer Operations (Networking-CCNA, Incident management & 24/7) (Gurugram)
🏢 SITA Switzerland
📍 Gurugram