Sr Specialist/Engineer Service Operations

Sita; New Delhi; On-site; INR 450,000 - 600,000; Full time

Job summary

SITA in Delhi seeks an experienced Service Desk professional to provide 24/7 IT support. You will handle incidents and service requests, communicate with customers, and ensure timely resolution using standardized processes.

Experience with ServiceNow and ITIL is preferred. The role emphasizes strong troubleshooting, escalation handling, and collaboration with global teams to maintain service quality. This position offers exposure to global operations and continuous improvement through automation.

Qualifications

• 5+ years of experience in service desk, technical support, or operations.
• Practical incident handling, troubleshooting, communication and escalation.
• Familiarity with ITSM workflows, knowledge bases and dashboards.
• ITIL Foundation certification or equivalent knowledge.

Responsibilities

• Own incidents and requests from logging through resolution.
• Perform diagnosis, use approved knowledge and engage resolver groups with clear evidence.
• Identify potential P1 or Major Incident conditions and follow escalation paths.
• Maintain disciplined shift handovers so priority work and customer commitments are owned.
• Communicate progress, ownership, next steps and final outcomes clearly.
• Use AI-assisted triage and automated workflows when appropriate.

Skills

Incident handling

Troubleshooting

ITSM workflows

ServiceNow

Communication

Tools

ServiceNow

CMDB

AI-assisted support

Job description

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.

Responsibilities

The Service Desk provides 24/7 global support from Delhi and Montreal, managing incidents, service requests, customer communications and escalations through to resolution. 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.

• Incident End-to-End Ownership - Own assigned incidents and requests from logging through resolution, closure or accepted handover.
• Incident End-to-End Ownership - Complete diagnosis, use approved knowledge and engage resolver groups with clear evidence while retaining customer-facing ownership.
• Incident End-to-End Ownership - Recognize potential P1 or Major Incident conditions, invoke the defined escalation path and support coordination, timeline capture and communications.
• Incident End-to-End Ownership - 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.
• Customer Outcomes - Communicate progress, ownership, next steps and follow-up in clear language.
• Customer Outcomes - 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.
• AI, Automation and Tooling Adoption - Use automated workflows and self-service handoffs correctly and intervene when automation does not protect the customer outcome.
• AI, Automation and Tooling Adoption - 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.
• Data, Service Intelligence and Predictive Awareness - Recognize patterns indicating repeat failure, rising demand or degradation and escal…
• Data, Service Intelligence and Predictive Awareness - Record accurate categorization, timestamps, impact, diagnosis and resolution information.
• ServiceNow Greenfield and CMDB Maturity - Follow approved ServiceNow workflows, states, assignment paths and closure controls.
• ServiceNow Greenfield and CMDB Maturity - Use available service and configuration data in diagnosis and routing.
• ServiceNow Greenfield and CMDB Maturity - 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.
• Workforce Transformation and Continuous Improvement - Complete required learning and share knowledge across shifts.
• Workforce Transformation and Continuous Improvement - Contribute practical improvement feedback based on operational evidence.

Qualifications

• 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.

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.