Senior Specialist/Engineer Service Operations - Team Lead
SITA Switzerland SàrlMatch Score
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Job Description
Structured overview of role & requirementsAbout This Role
Lead real-time Service Desk operations including incident coordination, queue management, and shift handovers to ensure timely resolution and service quality.
Coordinate Priority 1 and Major Incident responses, mobilizing support teams and maintaining operational control under pressure.
Drive operational excellence using data dashboards, promote AI and automation adoption, and maintain ServiceNow and CMDB governance for service reliability.
Minimum Requirements
Minimum 5 years of experience in IT, Service Management, Operations or a related field.
ITIL Foundation certification or equivalent IT Service Management knowledge.
Experience in incident coordination, queue management, and Major Incident Management.
Working knowledge of ServiceNow processes and CMDB data quality is required.
Ideal Candidate Profile
Experienced operational leader with proven ability to manage high-pressure incident responses and service desk shift operations.
Skilled in using operational data and KPIs for decision-making and continuous improvement.
Demonstrates capability in coaching teams, driving AI/digital adoption, and maintaining governance compliance in multi-location support environments.