Manager-Service management (airline domain)

Accelya is looking for a Manager - Service Management to lead our support operations. You'll be responsible for overseeing incident triage, managing a team of L2 analysts and leads, and ensuring the efficient and effective resolution of incidents. This role requires a proactive leader with strong Airline domain knowledge in Billing & Settlement and Agency commissions management, excellent communication skills, and the ability to drive continuous improvement within the support process.

Duties & Responsibilities:

Incident Management:

• Oversee the incident triage process, ensuring timely and accurate categorization, prioritization, and assignment of incidents.
• Act as the primary point of contact for escalated incidents, coordinating with internal and external stakeholders for resolution.
• Ensure all incidents are tracked, monitored, and resolved within agreed Service Level Agreements (SLAs).

Team Leadership:

• Manage and mentor a team of L2 analysts and leads, providing guidance, support, and performance feedback.
• Foster a collaborative and high-performance culture within the team.
• Coordinate shift schedules to ensure 24/7 support coverage and optimal resource allocation.

Process Improvement:

• Identify gaps and inefficiencies in current support processes and implement improvements to enhance service delivery.
• Develop and maintain incident management procedures, ensuring alignment with industry best practices.
• Drive the adoption of new tools and technologies to streamline support operations and improve incident resolution times.

Reporting and Documentation:

• Prepare and present regular reports on incident trends, team performance, and SLA compliance to senior management.
• Maintain comprehensive documentation of incident management processes.
• Develop and deliver training programs to enhance the skills and knowledge of the support team.

Stakeholder Collaboration:

• Collaborate with development, QA, product management, and incident management teams for seamless communication and coordination during incident resolution.
• Engage with IATA and partners to understand their needs and ensure high customer satisfaction.
• Participate in post-incident reviews and root cause analysis, driving actions to prevent recurrence.

Knowledge, Experience & Skills:

• At least 10+ years of experience and knowledge of Airline domain in Billing & Settlement and Agency commissions management.
• Proven experience in a support management role, preferably within the airline industry or a related domain.
• Strong background in incident management and triage processes.
• Experience leading and managing a team of analysts or support staff.
• Excellent leadership, client communication, and people management skills.
• Proficiency in using support tools and technologies, such as Jira, Zendesk, or similar platforms.
• Good to have: Knowledge of industry standards and best practices related to NDC (New Distribution Capability) and airline operations.