Specialist - Service 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.

• Lead a team of Support Analysts(Technical) and assist to resolve customer concerns
• Thorough knowledge on Incident, Problem and Change Management process
• Adept at analyzing and resolving customer concerns by means of industry and product (SkyChain- Cargo OPS) knowledge acquired in Cargo domain.
• Understand customer’s business process and provide value addition by recommending best practices and leveraging product features.
• Self-reliant and enthusiastic professional with an in-depth knowledge of customer service protocols and practices.
• Determined to utilize and implement transferable skills and knowledge for working efficiently towards productivity and support internal teams. 
• Should have the ability to present and demonstrate the business value of the product to the customers. 
• Ownership of multiple customer’s needs and support customer business process
• Responsibilities include meeting SLA, increase productivity and reduce support cost through innovation, implementing standards and procedure.
• Collect metrics against critical KPIs and provide plan for continuous improvement.
• Handling of incidents and Response and Resolution to Incidents with detailed RCA within SLAs
• Review the response suggested by L2 Support keeping 360-degree view
• Participation in P1 and P2 severity level of incidents to ensure timeline response and resolution within SLAs
• Providing technical and functional analysis to Development team as part of Bug Analysis
• Review technical and functional analysis to be shared with Development team as part of Bug Analysis
• Guide and mentor, the L2 Support
• Participating from techno-functional point of view during reviews with customer
• Perform causal analysis on the incidents logged by customer with the objective of permanent reduction

Responsibilities

• Achieve required level of knowledge and skills, apply to meet job requirements
• Should gain technical knowledge of the product, configuration and data structure and apply the same in analyzing the reported issues.
• Actively seeks information to understand customers’ circumstances, problems, needs, and expectations
• Shares information with customers to build their understanding of issues.
• Responds quickly to meet customer needs and resolve problems
• Proficient in handling complex issues (Incidents), reviewing customer complaints and tracking to resolution within SLA.
• Identification of work around options until root cause is rectified and update Knowledge base for future reference,
• Work with functional and technical leads in resolving reoccurring issues by simulating and providing required inputs.
• Specializes in supporting clients in a professional and organized manner owing to strong IT background
• Motivated to deliver exceptional customer service to attain successful business outcomes.
• Make customers feel valued by understanding the customer's point of view.
• Uses diplomacy and tact; can diffuse high-tension situations comfortably
• Establishes rapport; builds and maintains effective working relationships with customer and internal team
• Prioritizes multiple activities and assignments effectively and adjusts as appropriate
• Seeks opportunities to improve the products and/or services to meet customer needs
• Strictly adhere to the processes set in organization and ensure quality compliance.
• Ensures a high-quality output of work (resulting in minimal acceptable/zero errors)
• Demonstrates professionalism and workplace etiquette
• Practices attentive and active listening
• Ready to work on 3 Shift

Required Skill Set

• Minimum 8+ years of experience as a Techno Functional expert and middle management doing customer facing role
• 8+ years Technical expertise in Java, Oracle Database, SQL
• At least 3 years of experience in airline cargo within business or within IT service provider organization
• Excellent oral and written skills (English).
• Knowledge in Support process (ITIL)

Competencies

• Team leading Skills
• Strong Problem solving & diagnostic skills
• Good communication and listening skills
• Continuous Learning
• Teamwork
• Innovative

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!