Senior Analyst, Incident Management

About SITA

Purpose

Major incident responsibilities

• Lead incidents from declaration through restoration and closure while maintaining command, situational awareness, and recovery momentum.
• Assess impact, validate priority, initiate incident or crisis pathways, and ensure compliance with SLAs, OLAs, customer commitments, and escalation procedures.
• Mobilize resolver teams, facilitate technical and customer bridges, record actions, challenge stalled progress, and escalate risks.
• Provide accurate communications covering impact, recovery actions, workarounds, risks, next updates, and service status.
• Maintain auditable ITSM records and produce post-major incident reports, executive summaries, and review packs.
• Coordinate Root Cause Analysis and corrective and preventive actions, then analyze trends and drive improvement plans.

Knowledge and skills

• Advanced practical understanding of ITIL-based Incident and Major Incident Management and related service management practices.
• Proficiency with ITSM platforms such as ServiceNow or equivalent, collaboration tools, dashboards, and knowledge repositories.
• Knowledge of enterprise networks, cloud, data centres, virtualization, databases, middleware, messaging, APIs, identity, monitoring, and application support.
• Strong command of Root Cause Analysis methods, incident leadership, facilitation, prioritization, communication, negotiation, and structured problem solving.
• Ability to influence global teams, suppliers, customers, and leaders without direct reporting relationships.

Experience and qualifications

• Preferably 2 to 5 years of relevant experience in customer-focused service or support within a large-scale enterprise environment.
• Relevant backgrounds include customer support, service desk, help desk, call centre, incident management, service operations, NOC, command centre, or IT operations.
• A bachelor's or university degree in a related field, or equivalent work experience, is required.
• ITIL Foundation certification is listed as an education and qualification requirement.
• Experience with mission-critical environments, ServiceNow or similar ITSM tools, observability tools, and transformation initiatives is nice to have.

Workplace flexibility

• Employees may work from home up to two days per week depending on team needs.
• Employees may work from any location in the world for up to 30 days per year.

Development and benefits

• The employer offers wellbeing support, professional development resources, and competitive benefits.
• Learning resources include LinkedIn Learning, Microsoft's Enterprise Skills Initiative, Pluralsight, Harvard Business Publishing, and other development programs.