Team Leader Digital Customer Operations (Networking-CCNA, Incident management & 24/7)

Description External WELCOME TO SITA We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry. You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big. Are you ready to love your job. The adventure begins right here, with you, at SITA. PURPOSE The role is responsible for leading and overseeing day-to-day IT service operations , ensuring effective incident, escalation and change management with minimal business impact. It provides operational leadership to the team, driving performance, capability development, coordination and continuous improvement. The role also owns the Change Control Board , ensures consistent change management across portfolios, and coordinates the resolution of critical incidents, including triggering the crisis management process when required. what will you do Shift & Operations Management Manage day-to-day Service Desk operations and ensure adequate shift coverage. Monitor workload, queues, SLA performance and resource utilization. Incident & Escalation Management Ensure timely handling and escalation of P1/P2 and critical incidents. Coordinate with resolver groups and stakeholders until service restoration. SLA & KPI Management Track SLA, MTTR, backlog, response/resolution times and other operational KPIs. Take corrective actions when performance deviates from targets. Team Leadership Allocate work, monitor individual performance and provide coaching/feedback. Ensure adherence to processes, SOPs and shift handover standards. Customer & Stakeholder Management Act as the first operational escalation point for customers and internal stakeholders. Ensure effective communication during service-impacting incidents. Quality & Process Compliance Conduct ticket/incident quality checks and ensure accurate documentation. Identify recurring issues and drive improvements through Problem Management/KEDB. Reporting & Governance Prepare shift/daily operational reports and highlight risks, trends and exceptions. Support service reviews and management governance with accurate operational data. Continuous Improvement Identify opportunities for Shift-Left, automation, knowledge improvement and process optimization. Drive reduction in repeat incidents, avoidable escalations and manual activities. Qualifications External EXPERIENCE Minimum 7 years relevant travel industry experience preferably in the in airline industry systems application support or delivery. Bachelors/University degree in related field or equivalent work experience required. Proven experience in Service Desk / IT…