Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home
>
Jobs in pune
>
Accelya
>
Manager - Service Management

Manager - Service Management

Accelya

4 - 7 years

8 - 12 Lacs

pune

Posted:1 month ago| Platform:

Apply

Skills Required

service management automation operational excellence process improvement analytical service manager incident management troubleshooting operations analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

More Jobs at Accelya

Service Delivery Manager

Mumbai

4 - 7 yrs

INR 10 - 14 Lacs

Analyst II - Service Management

Mumbai

1 - 2 yrs

INR 3 - 4 Lacs

Analyst II - L2 Support

Pune

5 - 10 yrs

INR 4 - 8 Lacs

Engineer I - System Administration

Mumbai, Maharashtra, India

Experience: Not specified

Salary: Not disclosed

Team Lead - Software Development

Mumbai

8 - 12 yrs

INR 20 - 22 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

Accelya

Travel Technology

Irving

Login to

Please Verify Your Phone or Email

Confirm Action

Manager - Service Management