Senior Specialist/Engineer Service Operations

SITA; Delhi; Hybrid; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Flex Week

Flex Day

Flex Location

Employee Wellbeing

Professional Development

Competitive Benefits

Job summary

SITA is seeking a Service Desk professional to deliver timely, accurate IT support and own incidents from logging through resolution. You will operate within SITA's global service model, leveraging ServiceNow, standardized processes, and clear escalation paths to ensure a consistent support experience across regions.

You will contribute to operational excellence and customer satisfaction by prioritizing restoration, communicating progress, and enabling self-service through automation.

Qualifications

• 5+ years in Service Desk, technical support, customer support or operations.
• Practical incident handling, troubleshooting, communication and escalation experience.
• Ability to use ITSM workflows, knowledge and dashboards.
• Relevant technical, service management, operations or equivalent professional experience.
• ITIL Foundation certification or equivalent demonstrated ITSM knowledge.

Responsibilities

• Own assigned incidents and requests through to resolution, closure or accepted handover.
• Diagnose issues using approved knowledge and engage resolver groups with clear evidence.
• Recognize potential P1 or Major Incident conditions and follow escalation paths.
• Maintain disciplined shift handovers to protect priorities.
• Communicate progress and next steps clearly to customers.
• Record accurate categorization, timestamps, impact, diagnosis and resolution information.

Skills

Incident ownership

Troubleshooting

Communication

Escalation

ITSM workflows

ServiceNow

Dashboards

Education

ITIL Foundation certification

Tools

ServiceNow

CMDB

Job description

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.

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 elevate with evidence.
• 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 and maintain records that support reporting, automation and auditability.

Workforce Transformation and Continuous Improvement

• Adopt global queues, new channels, revised processes and changing skills requirements.
• Complete required learning and share knowledge across shifts.
• Contribute practical improvement feedback based on operational evidence.

Qualifications

ABOUT YOUR SKILLS

• 5+ years of experience in Service Desk, technical support, customer support or operations.
• Practical incident handling, troubleshooting, communication and escalation experience.
• Ability to use ITSM workflows, knowledge and dashboards.
• Relevant technical, service management, operations or equivalent professional experience.
• ITIL Foundation certification or equivalent demonstrated ITSM knowledge.

NICE-TO-HAVE

• Experience with ServiceNow, AI-assisted support, automation, self-service or virtual agents.
• Exposure to CMDB or service configuration data.

What We Offer

• Flex Week: Work from home up to 2 days/week (depending on your team’s needs)
• Flex Day: Make your workday suit your life and plans.
• Flex Location: Take up to 30 days a year to work from any location in the world.
• 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: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft’s Enterprise Skills Initiative, and Airport Council International—available to all employees—to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.
• Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

Salary / Compensation Note

Hidden (-999)

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.