Overview

ABOUT THE ROLE & TEAM
The Lead Analyst / Team Lead provides real-time operational leadership for a shift or team. You will coordinates execution, protects incident ownership, manages priority response, coaches analysts and converts operational evidence into corrective action and improvement.
The Service Desk provides 24/7 global support from Delhi and Montreal, managing incidents, service requests, customer communications and escalations through to resolution.
WHAT YOU’LL DO
Shift Leadership & Incident Management
•Lead real-time Service Desk operations across queues, channels and skills, prioritizing work based on customer impact, SLA risk and capacity.
•Ensure incidents have transparent ownership, next actions and appropriate communication.
•Coordinate P1 and Major Incident response, mobilizing support teams and maintaining operational control.
•Execute shift handovers covering incidents, risks, commitments, resource constraints and follow-up actions.
•Operate within approved coverage models, including on-call participation where required.
Customer Experience




•Ensure service restoration and customer outcomes remain the priority during operational pressures.
•Review critical customer communications for quality, accuracy and clarity.
•Analyze customer dissatisfaction, repeat contacts and failed resolutions, implementing corrective actions.
Service Intelligence & Operational Excellence
•Use dashboards, service health, demand trends and configuration data to guide operational decisions.
•Identify emerging risks, recurring incidents, routing issues and capacity constraints.
•Apply leading indicators to proactively mitigate service risks and improve operational performance.
AI, Automation & Digital Adoption
•Promote adoption of approved AI, automation, self-service and digital support capabilities.
•Monitor usage, quality and business impact, addressing control or adoption gaps.
•Identify and build improvement opportunities based on recurring work, errors, handling t

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