Overview:
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.
To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Performing all Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first-class support activities.
We are seeking an experienced and proactive IT Network Telecommunication Incident Manager / Co-Ordinator to join our dynamic team based on our customers site, Heathrow Airport, one of the world’s busiest airports, to operate and maintain the entire network and telecommunication systems.
The successful candidate as part of their role, will have a key responsibility in managing major incidents, coordinating technical resources, and communicating directly with customers via technical bridges during critical incidents. This position requires exceptional organizational and communication skills, as well as the ability to work effectively under pressure in a 24/7 operational environment. Managing and to assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.
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Major Incident Management
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Lead technical response during major incidents and coordinate resources.
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Act as primary contact on bridges, providing timely stakeholder updates.
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Drive resolution and root cause analysis within SLA targets.
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Ensure rapid restoration through effective escalation to resolver groups.
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Incident Management
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Manage ServiceNow tickets, assess issues, and coordinate resolution.
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Monitor progress to ensure SLA and process compliance.
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Conduct breach reviews and support mitigation actions.
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Team Leadership
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Manage and support a team of Smart Hands Engineers
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Direct line management for one Smart Hands Engineer
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Oversee training, development, and performance reviews.
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Promote collaboration across on-site and global teams.
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Continuous Improvement
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Identify incident trends and drive preventative improvements.
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Contribute to post-incident reviews and process enhancements.
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Communication & Knowledge Management
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Deliver clear communications to technical and non-technical audiences.
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Produce incident reports and maintain stakeholder relationships.
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Ensure documentation is accurate, up to date, and gaps are addressed.
Qualifications:
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Minimum of 3–5 years’ experience within network, telecommunications, or systems support environments.
- Proven experience working directly with external customers, delivering services to agreed SLAs.
- Demonstrated leadership capability, with experience managing or influencing teams, either directly or matrix managed.
- Experience within the aviation sector (airport or airline) or a comparable transport environment is highly desirable.
- Strong track record of managing incidents across relevant technologies and driving resolution in line with operational standards.
MUST HAVE
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Proficiency in using ITSM & NMS tools such as ServiceNow and SMARTS.
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Strong knowledge of SLA management and escalation processes.
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Proven experience in incident management within an IT network or telecommunications environment.
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Exceptional communication skills, both written and verbal, with the ability to interact effectively with global teams and customers.
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Strengths and experience in leading teams with line management responsibilities
- Strong organizational and time-management skills, with the ability to prioritize and handle multiple tasks simultaneously.
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Technical breadth of knowledge – Cisco, OTN, Aruba, Palo Alto, Radio & Cisco IPT
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Able to pass an aviation security check along with UK Government criminal record checks.
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Ability to work a 24/7 shift pattern, including nights, weekends, and public holidays. Additionally, the flexibility to cover vacancies, sickness and annual leave where required.
NICE TO HAVE
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Business Analysis
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Crisis Management
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Organizational Awareness
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Product/Solution Knowledge
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Resource Management
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Service Infrastructure/Platforms
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Service Management Process
EDUCATION & QUALIFICATIONS
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Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in country qualification
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Applicable vendor / technology intermediate level certification or equivalent work experience - certifications such as CCNA, CCNP highly desirable
- Certification in ITIL Foundation v4
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
Compensation Note: Hidden (-999)
