Team Leader Digital Customer Operations (Networking-CCNA, Incident management & 24/7)
SITA Switzerland Sàrl (company site, opens in a new tab)7+ yrsDelhi NCROn-siteDirect career pageEst. 10–18 LPA
Posted on 18 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead and oversee day-to-day IT service operations with accountability for incident, escalation, and change management ensuring minimal business impact.
- Own and manage the Change Control Board, ensuring consistent change governance across portfolios and coordinate critical incident resolution including crisis management initiation.
- Manage service desk operations including shift coverage, SLA tracking, workload allocation, performance monitoring, process compliance, reporting, and continuous improvement initiatives to reduce incidents and manual tasks.
Minimum Requirements
- Minimum 7 years relevant travel industry experience, preferably in airline industry systems application support or delivery.
- Bachelor's or University degree in related field or equivalent work experience.
- Proven experience in Service Desk / IT Operations management including shift management, SLA adherence, workload allocation, and operational performance monitoring.
- Experience managing Major/Critical incident and escalation management, Change Management and Change Control Boards.
Ideal Candidate Profile
- Experienced in coordinating cross-functional teams and stakeholders through incident resolution and change governance in complex IT environments.
- Demonstrates strategic capability in driving continuous improvement and automation within IT service operations.
- Expertise in managing shift-based service desk operations while maintaining SLA and KPI performance under pressure.