Senior Analyst, Incident Management

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 job?

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

PURPOSE

Coordinates and oversees the resolution of critical incidents ensuring minimal business impact and swift restoration of services through structured processes and effective communication (and triggers crisis management process).

Key Responsibilities

As Senior Analyst, Incident Management, you will serve as the operational control tower for Major Incidents and Priority 1 incidents across the Digital Customer Organization (DCO) and Portfolio Service Operations (PSO). You will establish command and control, coordinate the right technical and business resources, and maintain a disciplined focus on restoring customer services while minimizing operational, financial, reputational, and customer impact. You will be accountable for the quality and pace of end-to-end major incident governance, including impact assessment, stakeholder mobilization, technical and customer bridge management, escalation, communications, recovery validation, documentation, and post-incident follow-through. You will support the accountable Incident Manager and ensure that resolver teams retain ownership of technical diagnosis and remediation. Reporting to the Manager, Major Incident Management, you will be part of the Digital Customer Organization (DCO)function responsible for service resilience, customer confidence, consistent global incident response, and the continued transformation and maturity of Incident Management. You will collaborate with DCO Service Desks, PSO resolver teams, Customer Service Managers (CSO), Site Reliability Engineers (SRE), Service Practice Owners, Product and Engineering teams, Problem Management, Change Enablement, Vendor Management (VMO), suppliers, and senior stakeholders. Through these partnerships, you will strengthen DCO and PSO integration, improve operational handovers, and convert incident learning into sustainable service improvements.Lead and coordinate Major Incidents and P1 incidents from declaration through service restoration and formal closure, maintaining a clear command structure, accurate situational awareness, and momentum toward recovery. Rapidly evaluate technical, customer, and business impact; validate priority; initiate the appropriate Major Incident or crisis pathway; and ensure compliance with agreed SLAs, OLAs, customer commitments, and escalation procedures. Mobilize and coordinate DCO, PSO, SRE, Product, Engineering, vendor, supplier, and specialist resolver teams, establishing clear accountabilities, time-bound actions, dependencies, and escalation points. Establish and facilitate technical, customer, and management bridges, keeping discussions outcome-focused, recording decisions and actions, challenging stalled progress, and escalating risks, resource gaps, or conflicting priorities. Deliver accurate, concise, and timely communications for customers, operations, senior leadership, and executives, clearly presenting impact, recovery actions, workarounds, risks, assumptions, estimated next updates, and service status. Maintain a complete and auditable incident record in the ITSM platform, including business impact, chronology, ownership, decisions, evidence, communications, recovery validation, links to related Problems and Changes, and closure details. Produce high-quality Post-Major Incident Reports (PMIRs), executive summaries, and post-incident review packs; facilitate blameless learning reviews that identify control gaps, contributing factors, and practical opportunities for improvement. Coordinate Root Cause Analysis and Corrective and Preventive Actions (CAPA) with Problem Management and technical owners, ensuring actions are risk-based, measurable, assigned, due-dated, tracked, and closed only after effectiveness is verified. Analyze incident performance and trends, including MTTA, MTTR, SLA compliance, repeat incidents, business impact, communication timeliness, escalation quality, action ageing, and customer feedback; translate insights into prioritized improvement plans. Advance the maturity of Incident Management through playbooks, escalation matrices, knowledge articles, templates, simulations, training, automation opportunities, governance reviews, and stronger integration across DCO, PSO, SRE, CSO, VMO, and Service Practices.

Qualifications

EXPERIENCE

Preferably 2 to 5 years of relevant experience in a customer-focused service or support role within a large-scale enterprise environment. Experience should include Customer Support, Service Desk, Help Desk, Call Centre, Incident Management, Service Operations, NOC, Command Centre, or IT Operations.

NICE TO HAVE

ITIL 4 Foundation/Practitioner, SRE, Agile, DevOps, Lean, Six Sigma, or related Service Management certifications. Experience supporting mission-critical environments such as aviation, travel technology, telecommunications, cloud services, managed infrastructure, SaaS platforms, or financial services, with exposure to executive communications, crisis management, and business continuity processes. Hands-on experience with ServiceNow or similar ITSM platforms, observability and monitoring tools (Splunk, Dynatrace, etc), operational analytics, AI Ops, and Incident Management transformation initiatives.

Candidates should demonstrate strong customer engagement skills and practical experience supporting a broad range of services and products at intermediate to advanced levels. Experience or working knowledge of airline and travel industry operations, applications, and customer service environments is highly desirable.

Knowledge & Skills

IT Service Management Knowledge

Advanced practical understanding of ITIL-based Incident and Major Incident Management, including interfaces with Problem, Change, Event, Knowledge, Service Level and Continual Improvement practices. Understanding of service management governance, SLAs/OLAs, operational acceptance, service transition, risk and control frameworks. Proficiency with enterprise ITSM platforms such as ServiceNow or equivalent, collaboration tools, reporting dashboards and knowledge repositories. Strong command of RCA methods including 5 Whys, fishbone analysis, fault-tree thinking, timeline analysis and contributory-factor analysis.

Technical Knowledge

Broad operational understanding of enterprise networks, LAN/WAN, MPLS, SD-WAN, VPN, DNS, load balancing, firewalls and connectivity services. Working knowledge of cloud, data centre, virtualization, compute, storage, databases, middleware, messaging, APIs, identity, monitoring and application support. Ability to interpret monitoring alerts, logs, service dependencies, transaction flows, change records and technical recovery plans. Awareness of cybersecurity incident interfaces, business continuity, disaster recovery and regulated or safety-critical service environments. Ability to lead technical specialists effectively without being the deepest subject-matter expert in every technology domain.

Management & Interpersonal Skills

Exceptional incident leadership, command-and-control, facilitation and prioritization under time pressure. Clear written and verbal communication, including executive summaries and customer-facing updates. Strong analytical reasoning, structured problem solving, attention to evidence and disciplined decision-making. Influencing, negotiation and conflict-resolution capability across teams with competing priorities and no direct reporting relationship. Cultural awareness and effectiveness in a global, virtual and matrix organization.

PROFESSION COMPETENCIES

Major Incident Leadership: Establishes control rapidly, sets priorities, drives decisions and maintains momentum until stable service is verified.

Customer & Business Orientation: Understands business impact and balances technical recovery, operational risk, contractual commitments and customer experience.

Operational Excellence: Applies repeatable controls, accurate records, measurable standards and evidence-based governance.

Problem Solving & Judgement: Synthesizes incomplete information, challenges assumptions and makes timely, risk-informed decisions.

Process Integration: Connects incident learning to Problem, Change, Knowledge, Event, Service Level and Continual Improvement outcomes.

Transformation & Improvement: Identifies systemic gaps and converts lessons into sustainable improvements, automation and improved ways of working.

Stakeholder Leadership: Influences global teams, suppliers, customers and leaders through credibility, clarity and constructive challenge.

Data & Insight: Uses operational metrics, trends and quality analysis to target improvements and demonstrate benefits.

CORE COMPETENCIES

Accountability and ownership Customer centricity Collaboration and inclusion Integrity and professional courage Agility and resilience Strategic and systems thinking Results orientation Learning mindset and continuous improvement Composure under pressure Attention to detail and quality

Education & Qualifications

? Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in country qualification. ? Bachelors/University degree in related field or equivalent work experience required. ? ITIL Foundation Certificate ?

What We Offer

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs)

⏰ Flex Day: Make your workday suit your life and plans.

🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.

🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

🚀 Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.

Salary / Compensation Note

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