Senior Specialist/Engineer Service Operations

SITA Group; Delhi; On-site; INR 350,000 - 700,000; Full time

Job summary

SITA in Delhi seeks a proactive Service Desk Analyst to be the first line of contact for IT customers, delivering timely, accurate support across regions. You will own incidents and requests from logging through resolution, with clear, customer-focused communication at every stage.

Based in a 24/7 global service model, you will work from Delhi or remotely with Montreal as part of a unified team, leveraging ServiceNow, standard processes and escalation paths to ensure consistent service and high

Qualifications

• Experience in IT service management and incident handling.
• Familiarity with ServiceNow platform and escalation paths.
• Strong communication and customer service skills.

Responsibilities

• Own assigned incidents and requests from logging to resolution.
• Communicate progress and next steps to customers clearly.
• Utilize AI-assisted triage and automation with human validation.
• Use dashboards and known-error data to prioritize work.
• Follow ServiceNow workflows and contribute to CMDB accuracy.

Skills

IT service management

Incident handling

Communication skills

Tools

ServiceNow

Job description

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

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 priority work and customer commitments remain owned during reduced coverage.

Customer Outcomes

• Prioritize restoration and reduction of customer impact, not ticket completion alone.


• Communicate progress, ownership, next steps and follow-up in clear language.


• Confirm the agreed outcome before closure and record unresolved concerns.

AI, Automation and Tooling Adoption

• Use approved AI-assisted triage, summarization, knowledge recommendation and routing with required human validation.


• Use automated workflows and self-service handoffs correctly and intervene when automation does not protect the customer outcome.


• Identify repetitive demand, failed automation and missing knowledge with supporting evidence.

Data, Service Intelligence and Predictive Awareness

• Use queues, dashboards, service status and known-error information to prioritize work.


• Recognize patterns indicating repeat failure, rising demand or degradation and escal…


• Record accurate categorization, timestamps, impact, diagnosis and resolution information.

ServiceNow Greenfield and CMDB Maturity

• Follow approved ServiceNow workflows, states, assignment paths and closure controls.


• Use available service and configuration data in diagnosis and routing.


• Report suspected CMDB inaccuracies