Principal Operations Support Pss

**Job Posting Start Date**:10 Dec 2024

**Location**: Gurgaon, HR, IN

**Company**:InterGlobe Aviation Ltd

IndiGo is India’s largest and most preferred passenger airline and amongst the fastest growing airlines in the world.
We have a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across our unparalleled network. We show that low cost does not mean low quality. With our fleet of over 320 aircraft, we operate well over 2000+ daily flights, connecting over 118 destinations (of which 32 international), welcoming 100 million customers on board last year. We have an industry leading on-time performance and one of the highest customer NPS in the Indian market. At IndiGo, we will continue to extend our scope, by spreading our wings internationally, developing from a domestic carrier to a global aviation giant.
- Principal Operations Support
- Summary
This position demands 24X7 monitoring and proactive health checks to maintain optimal service levels. He / She will also manage major incident response and service requests as per established SLAs.
He / She will collaborate with various teams, including major incident management teams to swiftly resolve issues, support regular/ad-hoc activities, manage/support projects like DR recovery exercises, comply with various IT security standards and audit requirements, manage team productivity, and prepare periodic and ad-hoc reports.
Key Responsibilities
24X7 Monitoring and support
- Prioritize and resolve incidents according to established procedures.
- Ensure quick incident resolution to minimize downtime and service disruption.

Proactive health checks
- Identify and address potential issues before they impact operations.
- Collaborate with relevant teams to implement preventive measures.

Fix bridge management
- Manage and coordinate the resolution of P1, P2, P3 tickets, escalating, as necessary.
- Provide support to major incident management teams during critical incidents ensuring swift resolution and communications.

Other responsibilities and requirements
- Proficiency in incident management and monitoring tools.
- Willingness to work in 24X7 shift environment including weekends and holidays
- Adhere to SLA’s, ensure consistently high customer satisfaction scores.
- Escalation management - Escalate issues within Indigo or Navitaire or third-party vendors when required.
- Relationship management with various functions/departments.
- Responsible for implementation of Governance framework, support and manage audit requirements.
- Develop and maintain a schedule of maintenance/upgrades/renewal tasks and ensure timely completion.
- Co-ordinate and publish maintenance windows and downtimes requested by Navitaire or Digital teams.
- Be aware of Information Security, Data Protection and safety policies and fully comply with the policies
- Manage communications to various stake holders, be it normal routine or emergency communications

Key Requirements and experience
- Graduate in Engineering (BE / B. Tech), BSc / MSc Computer Science discipline with 15 (fifteen) plus years of relevant

experience in managing Airline PSS systems or Managing support operations of airline PSS systems.
- Airline business process knowledge and experience.

Experience in one of the following would be an added advantage
- Practical experience in Dotnet software/API development and support.
- Coding experience with Dotnet C#, MVC, SQL server, MySQL, Web service and Web API
- Experience with a Web Services /Json API development and support.
- Version Control Tools \ Methodology GIT, TFS, GITHUB.

OR
DB Database Administration experience: SQL, DB management, Performance Tuning, Backup and recovery, Security management, Data modelling and scripting.
- #LI-AR1

**_ At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connection with all our customers. _**_Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their, but not limited to, gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, persons with disabilities, nationality, age, marital and maternity status._