Overview
WELCOME TO SITA
SITA is the leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.
Ready to redefine air travel? The journey starts here, with you at SITA.
About The Role & Team
As Major Incident Manager within the SITA Command Center (SCC) team our duty is to support a global team covering 24x7 over 365 days utilizing a follow-the-sun model. Our primary purpose is to effectively manage all Major Incidents that have significant impact to the company’s lines of business within a larger service management team.
As part of the SCC, we manage Major Incidents utilizing industry standard and internal toolsets. The Major Incident Manager will engage technical and business teams and drive resolution of these highly critical incidents within defined service-level agreements (SLAs)
What You Will Do
- Assembles and leads the resources necessary to achieve the resolution of Major Incidents
- Acts as a point of contact for Shift Managers and Resolver Groups to escalate Major Incidents, and engage additional support groups
- Assesses the impact and urgency of incidents through collaboration with Resolver Group Analysts, and Incident Managers.
- Responsible for leading and driving Major Incidents until Resolved
- Develops and delivers Incident communication of Major Incidents to stakeholders
- Coordinates and manages the Post Major Incident Review
- Generates Problem cases for Major Incidents & Assigns tasks to responsible parties
- Create, Publish, and store RCAs in the central repository
- Manage and ensure the completion of RCA actions resulting from Major Incidents
Qualifications
EXPERIENCE:
- Minimum 6+ years of experience across various ITIL Process/disciplines with the IT Industry.
- Minimum 4 + years of experience in Major Incident Management Process
- Minimum 3 + years of experience in Problem Management Practice
- Degree: Bachelors in any stream or equivalent work experience
- Certification: Mandatory ITIL 4 Foundation
What We Offer
SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:
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Flex-week: Work from home up to 2 days/week (depending on your Team's needs).
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Flex-day: You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.
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Flex-location: Benefit for 30 working days from anywhere around the world each year!
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Competitive benefits according to the local market
SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.