Senior Incident Manager
SITA
Posted on 10 Mar
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
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).
Desired Candidate Profile
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)
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.
Company Industry
- IT - Software Services
Department / Functional Area
- IT Software
Keywords
- Senior Incident Manager
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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.
https://careers.sita.aero/jobs/10216?lang=en-us&previousLocale=en-US
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