{"id":2633225,"url":"https://alion.io/job/sita-specialistengineer-service-operations","title":"Specialist/Engineer Service Operations","company":{"id":94825,"name":"SITA","domain":"sita.aero","url":"https://alion.io/company/sitaonline","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jibe","truth_index":{"grade":"A","score":86,"open_postings":36,"ghost_share":0,"stale_share":0.556,"repost_share":0,"time_to_fill_p50_days":46,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Delhi, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-01T14:42:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-28T15:20:23Z","board_verified":true,"closed_at":null,"days_open":27,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":27},"description":"OverviewWELCOME TOSITA\nAt 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.\nYou'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.\nAre you ready to love your job?\nThe adventure begins right here, with you, at SITA.\nABOUT THE ROLE & TEAM\nYou will be the first point of contact for customers, delivering timely, accurate, and customer-focused IT support. You will own incidents and service requests through to resolution or approved handover, ensuring clear communication and high-quality service at every stage. Working within SITA's global service model, you will leverage ServiceNow, standardized processes, and defined escalation paths to provide a consistent support experience across regions and channels while contributing to operational excellence and customer satisfaction.\nThe Service Desk provides 24/7 global support from Delhi and Montreal, managing incidents, service requests, customer communications and escalations through to resolution.\nWHAT YOU’LL DO\nIncident End-to-End Ownership\nOwn assigned incidents and requests from logging through resolution, closure or accepted handover.\nComplete diagnosis,use approved knowledge and engage resolver groups with clear evidence while retaining customer-facing ownership.\nRecognize potential P1 or Major Incident conditions,invoke the defined escalation path and support coordination, timeline capture and communications.\nMaintain disciplined shift handovers so priority work and customer commitments remain owned during reduced coverage.\nCustomer Outcomes\nPrioritize restoration and reduction of customer impact, not ticket completion alone.\nCommunicate progress, ownership, next steps and follow-up in clear language.\nConfirm the agreed outcome before closure and record unresolved concerns.\nAI, Automation and Tooling Adoption\nUse approved AI-assisted triage, summarization, knowledge recommendation and routing with required human validation.\nUse automated workflows and self-service handoffs correctly and intervene when automation does not protect the customer outcome.\nIdentify repetitive demand, failed automation and missing knowledge with supporting evidence.\nData, Service Intelligence and Predictive Awareness\nUse queues, dashboards, service status and known-error information to prioritize work.\nRecognize patterns indicating repeat failure, rising demand or degradation and escalate with evidence.\nRecord accurate categorization, timestamps, impact, diagnosis and resolution information.\nServiceNow Greenfield and CMDB Maturity\nFollow approved ServiceNow workflows, states, assignment paths and closure controls.\nUse available service and configuration data in diagnosis and routing.\nReport suspected CMDB inaccuracies and maintain records that support reporting, automation and auditability.\nWorkforce Transformation and Continuous Improvement\nAdopt global queues, new channels, revised processes and changing skills requirements.\nComplete required learning and share knowledge across shifts.\nContribute practical improvement feedback based on operational evidence.\nQualifications\nABOUT YOUR SKILLS\n3+ years of experience in Service Desk, technical support, customer support or operations.\nPractical incident handling, troubleshooting, communication and escalation experience.\nAbility to use ITSM workflows, knowledge and dashboards.\nRelevant technical, service management, operations or equivalent professional experience.\nITIL Foundation certification or equivalent demonstrated ITSM knowledge.\nNICE-TO-HAVE\nExperience with ServiceNow, AI-assisted support, automation, self-service or virtual agents.\nExposure to CMDB or service configuration data.\nWHAT WE OFFER\n 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.\n Flex Week: Work from home up to 2 days/week (depending on your team’s needs)\nFlex Day: Make your workday suit your life and plans.\nFlex Location: Take up to 30 days a year to work from any location in the world.\nEmployee Wellbeing: We’ve 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.\nProfessional 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.\nCompetitive Benefits: Competitive benefits that make sense with both your local market and employment status.\nSITA 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.\nSalary / Compensation Note\nHidden (-999)\nSalary / Compensation Note\nHidden (-999)","description_format":"text","description_chars":6073,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Professional development"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial Aviation"],"lifecycle":[{"event":"open","at":"2026-10-15T16:47:31Z"}],"visa":[],"liveness":{"score":53,"band":"ok","label":"Likely open","p_open":1,"p_active":0.585,"p_room":0.9,"age_days":26,"expected_fill_days":46,"reasons":["conf:4","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/sita-specialistengineer-service-operations","json_url":"https://alion.io/job/sita-specialistengineer-service-operations.json","meta":{"generated_at":"2026-10-28T18:15:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25019,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":94825},"rest":"https://alion.io/mcp/rest/get_company?id=94825"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsita-specialistengineer-service-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsita-specialistengineer-service-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsita-specialistengineer-service-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sita-specialistengineer-service-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsita-specialistengineer-service-operations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2633225}},{"tool":"search_jobs","arguments":{"company":"sita.aero","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2633225},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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