Senior Incident Management Specialist

5 days ago


Mumbai, Maharashtra, India beBeeServiceManagement Full time ₹ 9,00,000 - ₹ 12,00,000

Are you a seasoned professional seeking a leadership opportunity in support operations? As a Service Management Manager, you will be responsible for overseeing the incident triage process, ensuring timely and accurate categorization, prioritization, and assignment of incidents. You will also act as the primary point of contact for escalated incidents, coordinating with internal and external stakeholders for resolution.

Duties & Responsibilities:
  • 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.
Requirements:
  • 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.


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