Senior Incident Manager (infrastructure and Data Center Experience)

Sita; New Delhi; Vor Ort; INR 3.500.000 - 6.000.000; Vollzeit

Zusammenfassung

SITA in Delhi is seeking a Senior Incident Manager to lead the Digital Customer Operations Incident Management function, ensuring timely handling of all incident priorities, effective communication, and continuous improvement in service restoration and customer satisfaction.

You will drive transformation within Incident Management, harnessing strong capabilities in Self Business Leadership, Continuous Improvement, and Digitalization, and collaborate across global teams including Customer

Qualifikationen

• Bachelor's degree in IT, CS, or a related field (or equivalent professional experience).
• Extensive experience in Major Incident Management at scale.
• Strong crisis communications and stakeholder management skills.
• Proven ability to lead cross-functional teams across regions.
• Experience with ITIL, ITSM processes, and governance.
• Certifications in IT service management are a plus.

Aufgaben

• 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.
• Conduct trend analysis to identify areas for process improvement, automation, and training needs.
• Ensure all incidents are properly documented, linked to related Problems or Changes, and closed with accurate resolution details.
• Represent the function in customer or internal service reviews, sharing insights and improvement outcomes.
• Collaborate with Quality Performance, Problem, and Change Management to align metrics, lessons learned, and service improvements.
• Act as Major Incident Manager during high‑severity events, lead technical and functional teams to restore service, ensure executive stakeholder communication, and produce all post‑incident documentation (PIR, PMIR, and RCA).

Kenntnisse

Self Business Leadership

Continuous Improvement

Digitalization

Stakeholder Management

ITSM Knowledge

Ausbildung

ITIL 4 Foundation or higher

PRINCE2 Foundation or PMP

COBIT Foundation

ISO/IEC 20000 Foundation

CCNA/CCNP/Cloud fundamentals

Tools

ITSM tools

Incident Management tooling

Governance frameworks knowledge

Jobbeschreibung

Job Summary

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

About the Role

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 strong capabilities in Self Business Leadership, Continuous Improvement, and Digitalization.

Responsibilities

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.


• Conduct trend analysis to identify areas for process improvement, automation, and training needs.


• Ensure all incidents are properly documented, linked to related Problems or Changes, and closed with accurate resolution details.


• Represent the function in customer or internal service reviews, sharing insights and improvement outcomes.


• Collaborate with Quality Performance, Problem, and Change Management to align metrics, lessons learned, and service improvements.


• Act as Major Incident Manager during high‑severity events, lead technical and functional teams to restore service, ensure executive stakeholder communication, and produce all post‑incident documentation (PIR, PMIR, and RCA).

Qualifications

• Demonstrated ability to Self Business Leadership


• Continuous Improvement


• Digitalization


• Bachelor's degree in Information Technology, Computer Science, Telecommunications, Business Information Systems, or a related field (or equivalent professional experience).


• Major Incident Management (expert level), including command, coordination, escalation, and stakeholder communication.


• Stakeholder Customer Management, with the ability to engage confidently with senior customers, executives, and operational leaders.


• Clear and authoritative communication, including crisis communications, executive briefings, and customer updates.


• Influence, negotiation, and decision facilitation in high‑pressure, cross‑functional environments.


• Problem‑solving and analytical thinking, with strong focus on service restoration and continuous improvement.


• Change and risk awareness, ensuring incident resolution aligns with change, release, and stability controls.


• Collaboration and leadership, working effectively across Customer Support, Technical Support, Engineering, SRE, Problem, and Change teams.


• IT Service Management (ITSM) practices, including Incident, Service Request, and Event Management.


• Professional certifications: ITIL 4 Foundation or higher (strongly preferred - mandatory for ITSM practice alignment)


• PRINCE2 Foundation or PMP (strongly preferred - supports structured coordination and stakeholder management)


• COBIT Foundation (preferred - strengthens governance, risk, and control alignment)


• ISO/IEC 20000 Foundation (preferred - supports ITSM compliance and audit readiness)


• Technical certifications (e.g., CCNA, CCNP, cloud fundamentals) (nice to have - enhances technical understanding in complex environments)

Professional Competencies

• Crisis leadership and decision‑making in high‑pressure, time‑critical environments.


• End‑to‑end service ownership, with strong accountability for service restoration and stability.


• Customer‑centric mindset, ensuring impact, communication, and outcomes remain business‑focused.


• Operational governance and discipline, enforcing processes, standards, and compliance.


• Analytical thinking and continuous improvement, using incident data and trends to drive measurable improvements.

Core Competencies

• Leadership and accountability


• Clear and structured communication


• Influence without authority


• Resilience and composure under pressure


• Collaboration across functions and geographies


• Execution focus and results orientation

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.