Accelya - Service Manager - Production Support

4 days ago

Mumbai, Maharashtra, India Accelya Solutions India Ltd. Full time

Job Description :


Role purpose :


The Support Manager for the Accelya NDC Production Support Team will be responsible for overseeing incident triage, managing a team of L2 analysts, and ensuring efficient and effective resolution of incidents. This role requires a proactive leader with strong technical knowledge, excellent communication skills, and the ability to drive continuous improvement within the support process.


Duties & Responsibilities :


1. 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 to drive resolution.


- Ensure all incidents are tracked, monitored, and resolved within agreed Service Level Agreements (SLAs).


2. Team Leadership :


- Manage and mentor a team of L2 analysts, leads, providing guidance, support, and performance feedback.


- Foster a collaborative and high-performance culture within the team, encouraging continuous learning and development.


- Coordinate shift schedules to ensure 24/7 support coverage and optimal resource allocation.


3. Process Improvement :


- Identify gaps and inefficiencies in the 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.


4. 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, ensuring they are up-to-date and accessible to the team.

- Develop and deliver training programs to enhance the skills and knowledge of the support team.

5. Stakeholder Collaboration :

- Collaborate with development, QA, product management and incident management teams to ensure seamless communication and coordination during incident resolution.


- Engage with customers and partners to understand their needs and ensure a high level of customer satisfaction.


- Participate in post-incident reviews and root cause analysis, driving actions to prevent recurrence.


Knowledge, Experience & Skills :


- 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 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.


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.

(ref:hirist.tech)

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