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 Great 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

As a Senior Incident Manager, lead the Digital Customer Operations Incident Management function to ensure the consistent handling of all incident priorities and backlogs, effective communication, and continuous improvement in service restoration performance and customer satisfaction.





As a Senior Incident Manager, you will also play a critical role in driving transformation and innovation within the Incident Management function. To successfully support the wider vision, the role requires robust capabilities in Self & Business Leadership, Continuous Improvement, and Digitalization.

WHAT YOU’LL DO

• Oversee the end-to-end Incident Management lifecycle for all priorities across global operations.
• Lead and develop the Incident Management team, ensuring consistent delivery and process compliance.
• Monitor global incident queues, track SLA performance, and identify risks or bottlenecks impacting restoration times.
• Coordinate communication and escalation across resolver teams, Customer Support Team Leaders (Regional Liaisons), and key stakeholders.
• Chair regular incident governance meetings, reviewing metrics such as MTTA, MTTR, SLA, backlog, and communication quality.

📌 Senior Incident Manager (Gurugram)
🏢 SITA Switzerland
📍 Gurugram