Manager - Incident Management

For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.

Critical Incident Manager

Pune

Job Purpose:

As the Critical Incident Manager  for critical Incidents, you will be responsible for handling critical P1/P2 incidents. You will ensure that customer issues are resolved promptly and effectively by coordinating an Incident Response Team (IRT) of specialists from various technical domains. Your role will involve overseeing the health of our products and applications, managing the critical incident process, and ensuring timely communication and documentation of incidents.

Duties & Responsibilities :

• Manage and resolve critical P1/P2 incidents within Service Level Agreements (SLAs).
• Assemble and lead an ad hoc Incident Response Team (IRT) composed of specialists from engineering, infrastructure, network, database, and other relevant groups.
• Provide timely and effective communication updates about incidents to customers and internal stakeholders.
• Thoroughly document incidents, ensuring all details are captured accurately for future reference.
• Monitor and analyze incident trends to identify areas for product stabilization and process improvement.
• Collaborate with IT, Infrastructure, and Engineering teams to enhance incident management processes.
• Ensure proactive application monitoring to alert teams before a P1 incident is registered.

Knowledge, Experience & Skills:

• Proven experience in managing a Critical Incident Management (CIM) function.
• Ability to lead and coordinate cross-functional teams in time-sensitive situations.
• Strong skills in crafting and publishing business-critical communications to customers and stakeholders.
• Demonstrable experience in process improvement and management involving multiple technical stakeholders.
• Knowledge and experience with cloud support functions preferred.
• Experience in SaaS or cloud environments preferred.
• Understanding of the travel domain (NDC, Airlines) preferred.
• 6-10 years of management experience.

What do we offer?

• An opportunity work on the future of travel industry in market leading company – NDC (New Distribution Capability)
• Open culture and challenging opportunity to satisfy intellectual needs
• Flexible working hours, hybrid remote/office working environment
• Excellent, dynamic and multicultural environment

About Accelya 

Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers and take control of their retailing.  

Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya are trusted by industry leaders to deliver now and deliver for the future.  

The company´s passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya are proud to deliver leading-edge technologies to our customers including through our partnership with AWS and through the pioneering NDC expertise of our Global Product teams.

We are proud to enable innovation-led growth for the airline industry and put control back in the hands of airlines. 

For more information, please visit www.accelya.com 

What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!