IT Network Incident Manager and Team Lead

Overview

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.

ABOUT THE ROLE & THE TEAM

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, maximising 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 worlds 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 organisational 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.

WHAT YOU WILL DO

• Lead and coordinate technical resources during major incidents.
• Act as the primary point of contact on technical bridges, ensuring timely updates to customers and stakeholders.
• Facilitate root cause analysis and drive resolution within SLA targets.
• Ensure shortest possible restoral times possible initiating the timely escalations to specialised Resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements.
• Incident Ticket Management: Receive incident tickets via ServiceNow, assess their nature to the highest standards and co-ordinate the resolution with the appropriate resolver groups.
• Provide Service Operations support, monitor the progress of assigned tickets, ensuring adherence to processes and SLAs in accordance with the terms of the customer contract.
• Conduct incident breach reviews, including analysis and mitigation planning.
• Line manager for a small team of Smart Hands Engineers, providing guidance and support to ensure efficient incident resolution.
• Ensure adequate training and development is provided to them.
• Carry out regular check-in and annual reviews, undertaking performance appraisal in line with company performance processes.
• Foster collaboration among global and on-site resources to maintain seamless operations, extending to wider stakeholders.
• Identify trends in recurring incidents and recommend process or system improvements to prevent future occurrences.
• Participate in post-incident reviews and contribute to the improvement of incident management processes.

Communication, Reporting and Knowledge:

• Deliver clear, concise written and verbal communications to both technical and non-technical audiences.
• Prepare and present incident reports to internal stakeholders.
• Maintain professional relationships with global teams and customers / stakeholders.
• Ensure that customer and product/service documentation is up to date and take appropriate actions to have them updated as required.
• Identify knowledge and documentation gaps and ensure there is a process to get up-to-date information through a knowledge repository.

Qualifications

WHO YOU ARE

• Minimum 3 - 5 years experience in the network and/or telecommunications/system support domain.
• Must have dealt directly with external customers delivering to SLAs.
• Team management / leadership, either directly or indirectly.
• Aviation industry - Airport / Airline background is highly desirable, or similar transport setting.
• Experience in managing Incidents with the technologies listed within.
• Proficiency in using ITSM & NMS tools such as ServiceNow and SMARTS.
• Strong knowledge of SLA management and escalation processes.
• Proven experience in incident management within an IT network or telecommunications environment.
• Exceptional communication skills, both written and verbal, with the ability to interact effectively with global teams and customers.
• Strengths and experience in leading teams with line management responsibilities.
• Strong organisational and time-management skills, with the ability to prioritise and handle multiple tasks simultaneously.
• Technical breadth of knowledge Cisco, OTN, Aruba, PaloAlto, Radio & Cisco IPT.
• Able to pass an aviation security check along with UK Government criminal record checks.
• 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.
• Certification in ITIL Foundation v4.

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. (depending on your team's needs).
• 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: Level up your skills with our training platforms, including LinkedIn Learning!
• Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.