Major Incident Manager

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

This role will lead team responsible for managing critical incident resolution, minimizing business impact, and ensuring timely service restoration through structured processes and effective communication. You will oversee the crisis management process when needed and defines training needs for Data Center Operations. This role will drive team performance through leadership, development, and alignment with organizational goals.Managing change requests and owns the Change Control Board to ensure consistent and controlled implementation across portfolios. You will be responsible to Combines strategic oversight with operational execution to ensure service continuity and process excellence.

WHAT YOU'LL DO

• Service Desk Operations & Delivery
• Manage day-to-day service desk activities, ensuring incidents, requests, and changes are resolved per ITSM standards and SLAs.
• Monitor call quality, shift coverage, and staff skills, making adjustments as required.
• Maintain accurate knowledge base and service documentation.
• Incident & Major Incident Management
• Lead and coordinate critical incidents from identification to resolution, ensuring timely restoration of services.
• Act as the primary communication point during major incidents, providing clear updates to stakeholders and senior management.
• Assess severity, trigger crisis management when needed, and facilitate resolution calls with cross-functional teams.
• Document incident details, conduct post-incident reviews, and drive root cause analysis with corrective actions.
• Develop and maintain incident management policies, workflows, and escalation procedures.
• Prepare reports on incident trends, service impact, and response effectiveness to improve processes.
• Train and prepare teams for high-impact incidents through simulations and awareness initiatives.
• Leadership & Stakeholder Engagement
• Supervise, coach, and support service desk agents; define performance improvement actions.
• Support training and smooth transition of new services/customers.
• Engage with service managers and business managers in performance reviews.
• Act as Subject Matter Expert and provide leadership backup in the Service Desk Manager's absence.
• Flexibility to operate in a 24x7 environment.

Qualifications:

ABOUT YOUR SKILLS

• Minimum 7 years relevant travel industry experience preferably in the in-airline industry systems Network Support, Infrastructure Support or Application support or delivery. .

Functional Skills:

• Expertise in Incident Management, Change Management, Problem Management, Service Request Management, and Event Management
• Strong Stakeholder Management and Customer Relationship Management skills
• Proven track record in driving Customer Success Excellence
• Effective and clear Communication across all organizational levels
• Skilled in Influence and Negotiation to drive outcomes and align priorities
• Strategic Planning to support business and operational goals
• Advanced Problem-Solving abilities in high-pressure environments.

Technical Skills:

• ITIL v4 Foundation or Intermediate
• CCNA/PCCSA/MCSA/Cloud
• Airport-specific trainings like ACI or SITA-based certifications (added advantage)

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've 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.