Service Management Specialist

3 weeks ago

Mumbai, Maharashtra, India Accelya Full time

Specialist – Service and Operations Management

Vikhroli, Mumbai

Role Purpose

As a Specialist – Service Management , you will be responsible for delivering high-quality operational and technical support for applications and systems, ensuring smooth operations for airline companies and IATA in the BSP and GNR5 services. Your primary focus will be on both services operation, minimizing the impact of incidents and problems while proactively preventing their recurrence.

Key Responsibilities

  • Oversee processes and operations related to Bank Settlement Plan (BSP) and GNR5 products.
  • Maintain a comprehensive understanding of all processes, workflows, and system interactions.
  • Deeply understand database structures and component interactions to assess the impact of potential issues on production activities.
  • Manage and respond to incidents within agreed SLAs , ensuring accurate escalation both internally (within the BU) and externally (to customers or providers).
  • Review and validate L2 Support responses, maintaining a 360-degree perspective on issue resolution.
  • Actively participate in P1 and P2 severity incidents , ensuring timely resolution within SLAs.
  • Perform root cause analysis on logged incidents to drive permanent reductions in issue recurrence.
  • Provide in-depth technical and functional analysis to the Development team and Product Owners as part of bug analysis .
  • Proficiency in data analysis using SQL and Excel.
  • Possess strong knowledge of Linux shell scripting and SQL database queries .
  • Guide and mentor L2 Support teams , ensuring continuous knowledge sharing and process improvements.
  • Participate in customer reviews and meetings with IATA and GNR5 clients, offering reports and detailed analyses.
  • Serve as a key interface for issue resolution, ensuring customer satisfaction and compliance with SLAs.
  • Assign, track, and validate reported issues, ensuring accurate resolution and preventing reoccurrences.
  • Lead support activities for assigned customer accounts while overseeing product application support teams.
  • Participate in on-call production shifts (24x7) , including maintenance processes.
  • Analyze and resolve tickets raised by internal and external customers for BSP and GNR5.

Required Knowledge, Experience & Skills

  • Proven experience in the airline industry , with knowledge of key industry workflows and DISH data standards .
  • Prior experience in a similar role within Accelya is preferred.
  • Strong proficiency in Linux shell scripting and SQL database management .
  • Hands-on experience with incident management processes and issue resolution.
  • Understanding of system interactions and database dependencies in production environments.
  • Experience in client interactions for issue resolution and escalation.
  • Ability to assign and track issues within a team, ensuring adherence to SLAs.
  • Strong analytical and problem-solving skills, with a proactive approach to incident prevention.
  • Bachelor's degree in any engineering or related IT field.

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