Senior Incident Manager (Incident, Crisis & Risk)

About the role

SITA, which powers airports, airlines and borders through technology and communication, is hiring a Senior Incident Manager. The role leads the Digital Customer Operations Incident Management function, ensuring consistent handling of incident priorities and backlogs, clear communication and continuous improvement in service restoration and customer satisfaction. It also plays a key part in driving transformation and innovation.

Key responsibilities

• Oversee the end-to-end Incident Management lifecycle for all priorities across global operations.
• Lead and develop the Incident Management team, ensuring consistent delivery and process compliance.
• Monitor global incident queues, track SLA performance and identify risks or bottlenecks affecting restoration times.
• Coordinate communication and escalation across resolver teams, Customer Support Team Leaders (Regional Liaisons) and key stakeholders.
• Chair incident governance meetings, reviewing metrics such as MTTA, MTTR, SLA, backlog and communication quality.
• Conduct trend analysis to identify process improvement, automation and training needs.
• Ensure incidents are documented, linked to related Problems or Changes and closed with accurate resolution details.
• Represent the function in customer and internal service reviews.
• Collaborate with Quality & Performance, Problem and Change Management.
• Act as Major Incident Manager during high-severity events, leading restoration, executive communication and post-incident documentation (PIR, PMIR, RCA).
• Lead crisis-management activities, including real-time risk assessment and prioritisation of actions.
• Work flexibly across time zones and cover on-call and out-of-hours incidents.

Required profile

• Bachelor's degree in IT, Computer Science, Telecommunications, Business Information Systems or a related field, or equivalent experience.
• Proven experience in Incident Management, Crisis Management, Risk Management, IT Operations or Service Management, ideally with global or regional exposure.
• Stakeholder management with senior customers, executives and operational leaders.
• Crisis communication, influence, negotiation and decision facilitation in high-pressure, cross-functional settings.
• Change and risk awareness, and collaboration across Customer Support, Technical Support, Engineering, SRE, Problem and Change teams.

Required skills

• IT Service Management (ITSM) practices: Incident, Service Request and Event Management.
• Nice to have: ITIL 4 Foundation or higher, PRINCE2 Foundation or PMP, COBIT Foundation, ISO/IEC 20000 Foundation, and technical certifications such as CCNA, CCNP or cloud fundamentals.

What we offer

• Flex Week: up to two days per week working from home.
• Flex Day and Flex-Location: up to 30 days a year working from anywhere in the world.
• Employee Assistance Program and a wellbeing platform.
• Professional development through platforms such as LinkedIn Learning, Pluralsight and Harvard Business Publishing.
• Competitive benefits tailored to local market and employment status.