Incident Management Consultant (Team Lead)

Overview

In this role you will serve as the local escalation and accountability point for major incidents affecting MAG, coordinating incident response across a live 24/7 environment. You will lead a cross-site engineering and support team, ensuring timely restoration, clear communications, and active governance of incident processes. You’ll work with SITA’s central incident capability to deliver coordinated, resilient service and continuous improvement. This is a partnership‑driven role focused on safeguarding passenger and airline experiences while reducing recurring issues.

Pay / Benefits

• Flex Week – work from home up to 2 days/week
• Flex Day – adaptable work schedule
• Flex-Location – up to 30 days/year remote
• Employee Wellbeing – EAP for dependents 24/7
• Champion Health wellbeing platform
• Professional development opportunities and platforms (LinkedIn Learning, Pluralsight, Harvard Business Publishing, etc)

Responsibilities

• Act as the local single point of accountability (SPOC) for major incidents across the MAG estate, coordinating response, communications, escalations and post-incident reviews
• Lead and coordinate technical and operational resources during major incidents, managing incident bridges and stakeholder communications
• Ensure rapid restoration times and timely escalations to resolver groups per MAG contracts, SLAs and monitoring
• Provide clear, timely communications to MAG, airlines, handlers and internal stakeholders throughout incident lifecycles
• Prioritize incident response by operational impact and risk to optimise resource allocation
• Lead operational reviews of high-impact service failures and drive resilience improvements
• Participate in DR planning, resilience exercises and feed outcomes into continuous improvement
• Operate as the local layer of a dual-layer incident function with Central Incident Managers, maintaining auditable ITSM views
• Govern the local incident management process and lead Major Incident Reviews and service reviews
• Lead and develop the local SITA engineering and support team, optimise three-site resourcing, and foster a one-team culture
• Enable and feed Problem Management by capturing incident detail, identifying patterns, and driving root-cause elimination
• Build collaborative relationships with MAG operations, airlines and ground handlers; represent SITA in reviews

Key requirements

• Proven incident management experience, preferably including major incidents in live environments
• Experience owning or governing an incident management process and leading Major Incident Reviews or service reviews
• Experience in business continuity, DR and service resilience testing
• Experience leading and developing technical or operational teams
• Strong ITIL incident, problem and change management understanding
• Excellent organizational and communication skills; ability to lead bridges and communicate under pressure
• Experience tracking and reporting against SLAs and MTTA/MTTR metrics
• Ability to prioritise by impact and make decisions quickly
• Strong relationship-building with customers, airlines and delivery partners
• Familiarity with ITSM tools (e.g., ServiceNow) and integrated service management
• Collaborative, partnership-led delivery approach

• communication under pressure
• leadership and coaching
• stakeholder management
• ITIL incident, problem and change management
• ITSM tooling (ServiceNow)
• service resilience and disaster recovery

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