SITA Switzerland Sarl
Team Lead Service Operations
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Team Lead Service Operations
CRITICAL – IT Network Telecommunication Incident Manager / Coordinator
Location: Heathrow Airport, Site: SITA Customer Location Employment Type: Full-time, Shift Pattern: 24/7 (including nights, weekends, and public holidays)
About SITA
WELCOME TO SITA—where innovation keeps airports moving and airlines flying. Powering 95% of international airports, we deliver cutting-edge technology trusted by over 2,500 transportation and government clients. Our mission? Keeping the world connected, while fostering an inclusive, empowering workplace—a Great Place to Work® for 79% of our employees.
About the Role
As an IT Network Telecommunication Incident Manager, you'll lead major incident resolutions while maintaining SITA’s highest technical service standards. Based at Heathrow Airport, you’ll coordinate cross-functional teams, bridge technical gaps, and ensure business-critical network reliability with unwavering focus on SLA compliance.
This high-visibility role requires:
- Direct incident leadership during critical outages.
- Naturally adept at prioritizing—balancing multiple incidents with razor-sharp communication.
- Matrix leadership experience with either direct or team influence.
- Aviation-fillip (desirable), though transferable skills from telecom/IT environments will be invaluable.
Key Responsibilities
Major Incident Management
- Lead technical response teams during high-impact incidents.
- Act as the primary bridge contact for global stakeholders, sharing real-time updates.
- Drive root cause analysis and SLA-compliant resolutions, ensuring rapid restoration.
- Escalate effectively to resolver teams to guarantee system recovery.
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Daily Incident Operations
- ServiceNow ticket management: Ticket assignment, prioritisation, resolution tracking.
- Monitor progress to avoid SLA breaches and ensure adherence to escalation protocols.
- Conduct etiquette breach reviews and support post-action documentation updates.
- Champion brigade patterns across Smart Hands Engineers to ensure continuous service.
Team Leadership & Development
- Direct line management over one Smart Hands Engineer.
- Oversee training, development, and performance reviews for cross-site teams.
- Foster collaboration between on-site engineers and global specialisation hubs.
Continuous Improvement & Knowledge Exchange
- Drive incident trend analysis and recommend process optimisations.
- Contribute to post-incident reviews, enhancing simulation & recovery preparedness.
- Maintain accurate technical knowledge databases and gap assessments.
Who You Are: Must-Haves
- 3–5 years minimum experience in network/telecom/system support.
- Expertise managing SLAs in multi-vendor environments with external stakeholders.
- Proven leadership (direct/technical hierarchy, matrix, or leadership influence).
- Practical experience with:
- ITSM tools (ServiceNow).
- NMS (SMARTS).
- Technical standards like Cisco, Aruba, Radio Systems, Cisco IPT, Palo Alto.
- Strong written/verbal communication—noting sensitivity to both technical and non-technical audiences.
- Ability to pass:
- Aviation security critical checks (Well-being Pass vérifier).
- UK Government criminal record screening.
- Flexibility for 24/7 shift rotations, holiday lead coverage, and local on-call rotation availability.
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Nice-to-Haves
- ITIL Foundation v4 certified.
- Cisco CCNA/CCNP or similar tech credentials.
- Experience in crisis management or telecoms infrastructure DoD (Design-Operate-Decommission).
Qualifications within
- Diploma/Certificate in: Computer Science, Electronic Engineering, or Telecommunications.
- Trades vocational equivalent for global hires (non-Degree expected).
Why Join SITA? A leading workplace for your career and lifestyle
- 🏡 Flex Week: Up to 2 work-from-home days per week (aligned to team needs).
- ⏰ Flex Day: Personalise your workday—shape work hours around your life.
- 🌎 Flex-Location: Up to 30 days/year gig-working from anywhere.
- 🌿 Employee Wellbeing: 24/7, 365 EAP (Employee Assistance) + personalized wellbeing platforms like Champion Health.
- 🚀 Professional Development:
- LinkedIn Learning, Airport Council International suite, Harvard, Stanford—choose your thriving area.
- Tailored upskilling to IT certifications via Pluralsight, or people leadership via Microsoft Executive Skills.
SITA honours your journey: We’re an Equal Opportunity Employer. We actively encourage:
- Women, Aboriginal/Indigenous, members of visible minority groups, and disability-relevant candidates to apply. Self-identification is a welcome addition in our application process.
Stay ahead of global flights. Let’s fly together. 🚀
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