Manager - Service Management

For more than 40 years, Accelya has been the industry's partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.

Manager - Service Management Pune, India

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 and AI-driven problem-solving skills, excellent communication abilities, and the capability to hire, train, guide, and mentor a growing team. The manager will drive continuous improvement, automation, and operational excellence through the smart application of AI and analytics

Duties & Responsibilities

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).
• Leverage AI-based tools for incident prediction, proactive alerting, and automated triaging to improve response times and accuracy.

Team Leadership

• Hire, train, guide, and mentor a team of L2 analysts and leads to build a strong, capable support function.
• Foster a collaborative and high-performance culture, encouraging continuous learning and professional growth.
• Coach team members on AI-assisted troubleshooting, automation, and self-service enablement.
• Coordinate shift schedules to ensure 24/7 support coverage and optimal resource utilization.

Process Improvement

• Identify gaps and inefficiencies in current support processes and implement improvements to enhance service delivery.
• Develop and maintain standardized incident management procedures aligned with ITIL and industry best practices.
• Leverage AI and automation to streamline operations — including self-service portals, inquiry automation, and smart knowledge management systems.
• Promote the use of AI-based analytics and chatbots to reduce manual workload and improve customer experience.

Reporting and Documentation

• Prepare and present regular reports on incident trends, team performance, and SLA compliance to senior management.
• Maintain comprehensive documentation of processes, ensuring accessibility and up-to-date references for the team.
• Design and deliver training programs on AI-driven operational tools, incident response, and continuous improvement practices.

Stakeholder Collaboration

• Collaborate with development, QA, product management, and incident management teams to ensure seamless communication during incident resolution.
• Engage with customers and partners to understand their needs and ensure a high level of satisfaction.
• Participate in post-incident reviews and root cause analysis, driving data-backed corrective actions to prevent recurrence.

Knowledge, Experience & Skills

• Proven experience in a support management or service delivery role, preferably within the airline or travel technology domain.
• Strong background in incident management, triage processes, and AI/ML-enabled operational solutions.
• Demonstrated experience in team leadership, hiring, training, guiding, and mentoring technical teams.
• Experience implementing AI-driven automation, self-service, and smart triaging solutions in support operations.
• Proficiency in tools like Jira, Zendesk, ServiceNow, or equivalent platforms.
• Strong analytical mindset with the ability to interpret trends and use AI insights to improve service delivery.
• Good to have – Familiarity with NDC (New Distribution Capability) standards and airline operations.

What We Offer

• Open culture and opportunities to satisfy intellectual curiosity
• Flexible working hours and hybrid work model
• Excellent work-life balance
• Dynamic and multicultural environment with opportunities to innovate using AI and automation

What does the future of the air transport industry look like to you? Whether you're an industry veteran or someone with experience from other industries, we want to make your ambitions a reality