Incident Coordinator

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.

WHAT YOU WILL DO

As an Incident Management Coordinator, you will coordinate high-impact and complex incidents across SITA Global Services 5 portfolio’s and customer-facing services, ensuring rapid restoration of service while minimizing business and customer impact. You will lead incident coordination activities, facilitate collaboration across technical and operational teams, manage stakeholder communications, and drive accountability throughout the incident lifecycle.

The role works closely with cross-functional teams across SITA Global Services portfolios:

• C&DE (Communication & Data Exchange), including Network, Security and Value Added Services (VAS)
• Baggage Services
• Airport Operations
• Passenger Processing
• Border Services

You will also collaborate with cross functional teams, engineering groups, service owners, suppliers, customer support organizations, and operational stakeholders to ensure service stability, operational excellence, and continual service improvement.

Beyond incident coordination, the team contributes to operational governance, service quality improvement, trend analysis, post-incident reviews, problem identification, knowledge management, and continuous improvement initiatives designed to enhance service availability and customer experience across SITA's global ecosystem.

Reporting to the Lead Incident Manager, you will be part of the Incident Management Team within the Digital Customer Organisation (DCO), responsible for coordinating and driving the end-to-end Incident Management process across SITA's global service portfolio. The team acts as the central point of coordination during service disruptions, ensuring incidents are assessed, prioritized, communicated, escalated, and resolved in accordance with ITIL best practices, agreed service levels, and operational governance standards.

Role outcome: Incidents are controlled, communicated, escalated and documented consistently, with service restoration and customer impact at the centre of every decision.

Qualifications

WHAT YOU WILL DO

• Own and coordinate the end-to-end incident lifecycle, from detection and impact assessment through containment, service restoration, validation and closure, in accordance with ITIL practices, priority models, SLAs, OLAs and operational procedures.
• Manage high-impact and complex incidents across multiple service domains, including applications, infrastructure, networks, cloud, data centres, security and end-user technology services, maintaining operational control until stable service is confirmed.
• Assess business and customer impact, urgency, service criticality and operational risk, validating incident priority and initiating functional, hierarchical, Major Incident or crisis escalation when established thresholds are met.
• Lead incident bridges, war rooms and collaboration channels, engaging DCO teams, SGS portfolios, Service Desk, NOC, engineering teams, suppliers, service owners and Enterprise IT stakeholders to drive the fastest safe restoration of service.
• Establish and maintain a structured recovery plan, assigning clear owners and target times, managing dependencies and risks, constructively challenging delays and ensuring accountability across resolver teams.
• Serve as the central communication point throughout the incident, providing timely, accurate and business-focused updates to stakeholders, service owners, Customer Service Managers, operational leaders and senior management at agreed intervals.
• Maintain complete, accurate and time-stamped incident records in ServiceNow or the approved ITSM platform, documenting impact, diagnostics, actions, decisions, escalations, communications, workarounds and service-restoration evidence.
• Coordinate shift and regional handovers and confirm successful service restoration, ensuring continuity of ownership, clear communication of outstanding actions and risks, and validation of service stability before incident closure.
• Lead or support post-incident reviews and Problem Management activities, contributing timelines and evidence, identifying lessons learned, and ensuring corrective and preventive actions are assigned, tracked and integrated with Change, Knowledge and Continual Improvement processes.
• Monitor incident performance, trends and process quality, including recurring failures, backlog, SLA exposure, customer impact and resolution performance, while driving service improvements, strengthening operational readiness and coaching junior coordinators in Incident Management best practices.

WHO YOU ARE

• You have 2 to 5 years of relevant experience in Incident Management, Major Incident Management, Service Desk, NOC, Command Centre, IT Operations or another customer-focused enterprise support environment.
• You possess a strong working knowledge of ITIL-based Incident Management, including its integration with Major Incident, Problem, Change, Event, Knowledge, Service Level and Continual Improvement practices.
• You have practical experience using ServiceNow or an equivalent enterprise ITSM platform to manage incidents, monitor SLAs, maintain accurate records and produce operational reports.
• You understand enterprise technology services, including applications, networks, cloud, data centres, infrastructure, identity, security, monitoring and end-user services, and can recognize service dependencies and operational risks.
• You demonstrate strong incident coordination, prioritization and escalation skills, with the ability to manage multiple assignments and maintain progress in a fast-paced, 24x7 operational environment.
• You communicate clearly and professionally, translating technical information into concise, business-focused updates for customers, technical teams, service owners and senior stakeholders.
• You apply structured analytical thinking and sound judgement to assess impact, evaluate incomplete information, challenge assumptions and support timely service-restoration decisions.
• You work effectively across global, multicultural and virtual teams, using collaboration, influence and constructive challenge to maintain accountability without relying on direct reporting authority.
• You demonstrate customer centricity, ownership, integrity, resilience and attention to detail, remaining calm and professional during high-impact or time-sensitive incidents.
• You hold a diploma, degree or equivalent practical experience in Computer Science, Information Technology, Electronics, Telecommunications or a related discipline. ITIL Foundation certification and experience in airline, airport, travel or other business-critical environments are desirable.

NICE TO HAVE

• ITIL Foundation certification or an equivalent recognized IT Service Management qualification. Advanced ITIL certification, such as ITIL Managing Professional, Practice Manager or Specialist, would be an advantage.
• Relevant technical or platform certifications, such as CCNA, CCNP, CompTIA Network+, CompTIA Security+, Microsoft Azure, AWS, ServiceNow, or comparable cloud, cybersecurity, networking and infrastructure qualifications.
• Experience coordinating Major Incidents, critical service outages, cybersecurity-related disruptions or business-continuity events involving multiple technical teams, suppliers, customers and senior stakeholders.
• Experience supporting airline, airport, aviation, travel, transport, telecommunications or other regulated and business-critical service environments.
• Working knowledge of aviation technology services, such as passenger processing, baggage services, airport operational systems, border-management solutions, communication platforms and aviation network services.
• Practical experience across one or more enterprise technology domains, including networking and telecommunications, information security, cloud and data-centre services, airport systems, passenger or baggage-processing platforms, APIs, messaging and application integration.
• Experience using ServiceNow across Incident, Major Incident, Problem, Change, Service Request, Knowledge and Service Level Management, including reporting, dashboards, SLA monitoring and operational performance analysis.
• Experience facilitating post-incident reviews, service-improvement initiatives or operational-readiness exercises, applying structured analysis techniques and supporting automation, observability, AIOps, knowledge transfer or coaching activities.

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.

Starting Compensation

Starting Compensation

Compensation Note

Hidden (-999)