Specialist/Engineer Service Operations

Sita; New Delhi; On-site; INR 600,000 - 900,000; Full time

Job summary

SITA in Delhi is seeking a Service Desk professional to deliver timely, accurate IT support as the first point of contact, owning incidents and service requests through to resolution within our global service model and ServiceNow workflows.

You will coordinate with regional teams, provide clear customer communication, perform end-to-end incident ownership, and contribute to operational excellence and customer satisfaction in a 24/7 environment spanning Delhi and Montreal.

Qualifications

• 3+ years of experience in Service Desk, technical support, customer support or operations.
• ITIL Foundation certification or equivalent demonstrated ITSM knowledge.

Responsibilities

• You will be the first point of contact for customers, delivering timely, accurate IT support.
• Own incidents and service requests through to resolution or approved handover.
• Work within SITA's global service model and leverage ServiceNow, standardized processes, and escalation paths.

Skills

Incident handling

Troubleshooting

Communication

Escalation

ITSM workflows

Education

ITIL Foundation

Tools

ServiceNow

Job description

Job Summary

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

Responsibilities focus on delivering timely, accurate, and customer-focused IT support as the first point of contact and owning incidents and service requests through to resolution or approved handover. 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.

Responsibilities

• 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.
• 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 escalates 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

• 3+ 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.