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.

Specialist- Service Management

Pune

Job purpose

As a Specialist – Service Management your responsibility will be to provide high quality operations, technical applications, and system support to customers and internal business functions. Minimizing the adverse impact of incidents and problems on the business and preventing the recurrence of incidents.

What will you do?

• Should have a macro view of all Processes of all customers and expert in at least one module of the product
• 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

What do you need to know?

• Demonstrated application support experience of 9 years +, preferably in a 24x7 environment  
• Change-management experience, including appropriate prioritizing and some risk analysis  
• People management and leadership skills, including coaching, supervision, staffing, and conflict management  
• Excellent analytical and problem solving skills
• Possesses business understanding and technical skills (Oracle PL/SQL, Java, LINUX)  

What do we offer?

• Open culture and challenging opportunity to satisfy intellectual needs
• Flexible working hours
• Smart working: hybrid remote/office working environment
• Work-life balance
• 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!