Job Summary

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.

Responsibilities

- 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 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.

- Robust 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.

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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Team Leader Digital Cust Ops (Networking-CCNA, Incident mgmt & 24/7) (New Delhi)
🏢 SITA
📍 New Delhi