Service Desk Capability and Incident Manager
Core
Drive capability management, service improvements, and major incident response for the Global Support Center in airport logistics automation.
Role type
Senior Service Desk Capability and Incident Manager
Builds
Global support operations, incident response processes, and support tooling
Domain
Airport logistics automation and IT operations
Deliverable
dashboards & analysis
Required skills
ITIL practices, major incident management, capability roadmap planning, stakeholder management, process improvement, tool automation, global team collaboration
Preferred skills
Airport operations experience, logistics automation background, 24/7 support environment leadership
Technologies
Support platforms, monitoring tools, automation frameworks
Responsibilities
Define and maintain capability roadmap for the Global Support Center; Lead Continual Service Improvement (CSI) initiatives; Act as Major Incident Manager for critical airport operations disruptions; Drive tool and automation enhancement roadmaps; Coordinate cross-functional teams during service disruptions; Establish and report on service improvement objectives.