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Accelya - Senior Critical Incident Manager
3 months ago
Job Description :
Role purpose :
As a Senior Manager Service Management for critical incidents, you will be heading a team of professionals who work on customer issues received via our intake channels i.e. phone, tickets or application monitoring group etc.
This team will be responsible for monitoring the health of our products / applications as well as run the critical incident management process. The core revolves around the critical incident management whereby the CIM is responsible for assembling an ad hoc IRT - Incident Response Team of relevant specialists from various groups viz. engineering, infra, network, database etc. and driving the resolution at the earliest. CIMs will also be responsible for composing and publishing timely and useful communication updates about the incidents to customers as well as internal stakeholders, thereby thoroughly documenting the incident.
Duties & Responsibilities :
- Manage a team of Level 1 helpdesk agents, Critical incident managers & application monitoring group
- Own recruitment and performance management of the groups
- Proven track record in managing and improving the processes involving multiple stakeholders (IT, Infra, Engineering etc.)
- Demonstrate value by closing P1s within SLA & reducing time to RCAs
- Utilize the trend of critical incidents and contribute towards stabilizing the product
- Communicate effectively with customers, internal stakeholders as well as leadership
Knowledge, Experience & Skills :
- Previous experience in managing CIM function is a must
- Manage a cross functional team on a time sensitive function i.e. P1/P2
- Experience crafting & publishing customer facing business critical communications & proficient communicator that successfully manages stakeholders to get desired results
- Demonstrable experience in improving & managing processes involving multiple stakeholders (IT, Infra, Engineering etc.)
- Knowledge and experience covering any cloud support functions is preferred
- Experience in development or deep understanding of SaaS / cloud set up is preferred
- Understanding of travel domain (NDC, Airlines) is preferred
- Management experience of 6-10 years
What does success look like in this role :
- Service to customers is fully restored on critical incidents in the least time possible
- >= 99% of incidents handled have levels of customer impact accurately classified
- >= 99% of incident communications meet published standards for content, structure, and timeliness
- Application Monitoring proactively alerts teams before a P1 gets registered
- Identify and score on automation opportunities in the process, thereby simplifying and making the service predictably stable
- Incident documentation meets the standard of an incident 'source of truth' document
- On call Incident commanders respond and begin work within 5 minutes of being paged
- Performance on live and simulated incidents in each certified CIM role meets or exceeds published team performance goals
- Is a fully engaged, supportive team member who actively seeks to help others, seeks and humbly receives feedback and help, for the sake of optimum team performance and service to our customers
- Is continuously refreshing their understanding of published processes, procedures, and team resources, and how they are performing against team goals and standards
- Is committed to consistently delivering and adhering to published incident management processes and best practices
- Feeds team morale and stability by remaining positive and visibly committed to the program's mission and the solidarity of the global team. Is a willing and active mentor and leader on the team. Respected for their personal performance, willingness to help in any way, and commitment to the team's and program's success
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 companys 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.
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