Analyst - IT Service Management (ITIL Certified)

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.

Analyst II - Service Management (Enterprise Infrastructure)

Mumbai

Role Purpose
As an Analyst II - Service Management for Enterprise Infrastructure, you will play a critical role in managing and optimizing IT service management processes within the organization. You will support the enterprise infrastructure team by ensuring effective incident, problem, and change management, as well as by monitoring service performance and driving improvements in service delivery. This role is ideal for someone with a strong background in IT service management frameworks and experience in managing enterprise-scale infrastructure services.

Duties & Responsibilities

• Service Management: Oversee and manage incident, problem, and change management processes, ensuring compliance with ITIL standards and maintaining high service quality across the enterprise infrastructure.
• Service Monitoring & Reporting: Monitor the performance of enterprise infrastructure services, track service level agreements (SLAs), and generate regular reports on key performance indicators (KPIs) to ensure operational efficiency.
• Incident & Problem Resolution: Lead efforts to resolve incidents and problems in a timely manner, performing root cause analysis to prevent recurrence and improve system resilience.
• Change Management: Facilitate the planning and execution of changes to the infrastructure environment, coordinating approvals, minimizing service disruptions, and ensuring a smooth transition for all stakeholders.
• Process Improvement & Automation: Identify areas for improvement within the service management lifecycle, working to automate routine tasks and implement best practices to enhance service delivery.
• Collaboration with Teams: Work closely with infrastructure, network, application, and IT support teams to ensure that the service management processes are aligned with overall business and IT goals.
• Documentation & Knowledge Sharing: Maintain and update service management documentation, including process workflows, incident reports, and change logs. Share knowledge across teams to foster continuous improvement.

Knowledge, Experience & Skills

• IT Service Management Frameworks: Strong knowledge of ITIL (Information Technology Infrastructure Library) principles and experience in managing service management processes within an enterprise environment.
• Incident, Problem, & Change Management: Proven experience in coordinating and managing the lifecycle of incidents, problems, and changes in a large-scale IT infrastructure.
• Enterprise Infrastructure Knowledge: Familiarity with enterprise IT infrastructure components, including servers, networking, storage, cloud services, and virtualization technologies.
• Service Monitoring Tools: Experience with service management platforms (e.g., ServiceNow, BMC) and tools for monitoring enterprise infrastructure performance and reporting.
• Analytical & Problem-Solving Skills: Ability to analyze complex incidents and problems, propose effective solutions, and continuously improve service management processes.
• Communication & Collaboration: Excellent communication skills to work effectively with cross-functional teams, ensuring alignment on service management processes and goals.

What Do We Offer

• A challenging and dynamic work environment with opportunities for professional development.
• Flexible working arrangements, including hybrid remote/office work.
• A focus on work-life balance with initiatives that support personal well-being.
• Opportunities to work with advanced IT infrastructure and service management processes.

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.

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

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