Incident Coordinator

About the role

As an Incident Coordinator you will be the central point for managing high‑impact incidents across SITA’s Global Services portfolio. You will ensure rapid service restoration while minimizing impact on customers and the business.

Key responsibilities

• Own and coordinate the full incident lifecycle from detection through containment, restoration, validation and closure following ITIL best practices.
• Lead incident coordination activities, driving collaboration among technical, operational and engineering teams.
• Facilitate clear and timely communication with stakeholders, service owners, suppliers and customers.
• Prioritise, assess and escalate incidents according to agreed service levels and governance standards.
• Contribute to operational governance, trend analysis, post‑incident reviews and continuous improvement initiatives.
• Maintain accurate documentation, knowledge base entries and reporting for each incident.

Required profile

• Proven experience in coordinating complex, high‑impact incidents in an IT environment.
• Strong ability to work cross‑functionally with network, security, baggage, airport operations and passenger processing teams.
• Excellent communication and stakeholder‑management skills.
• Familiarity with ITIL incident management processes.

Required skills

• ITIL