Overview

WELCOME TO SITA

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Excellent Place to Work® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM
You will be the first point of contact for customers, delivering timely, accurate, and customer-focused IT support. You will own incidents and service requests through to resolution or approved handover, ensuring clear communication and high-quality service at every stage.



Working within SITA's global service model, you will leverage ServiceNow, standardized processes, and defined escalation paths to provide a consistent support experience across regions and channels while contributing to operational excellence and customer satisfaction.
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
Incident End-to-End Ownership
•Own assigned incidents and requests from logging through resolution, closure or accepted handover.
•Complete diagnosis,use approved knowledge and engage resolver groups with clear evidence while retaining customer-facing ownership.
•Recognize potential P1 or Major Incident conditions,invoke the defined escalation path and support coordination, timeline capture and communications.
•Maintain disciplined shift handovers so priorit

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