Manager-Service management (airline domain)

Manager - Service Management

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 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.

Knowledge, Experience & Skills:

• 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.