Manager Service Management Industry Solutions

As a Manager of Service Management in the Industry Solutions team at Accelya Solutions, your role is crucial in effectively managing a team of L2 analysts and specialists. Your primary responsibilities include: - Hiring, developing, and managing L2 analysts, offering guidance and support in resolving customer issues - Cultivating a collaborative and high-performance culture while promoting continuous learning and development - Collaborating with development and infrastructure teams to address bugs and enhancements for performance optimization - Driving efficiency through automation and scripting to streamline routine tasks and handle complex issues - Developing and maintaining comprehensive documentation and a knowledge base for incident management - Enhancing knowledge within L1 and L2 teams to simplify work on complex issues - Designing and executing training programs to improve the skills and knowledge of the support team - Establishing proactive coverage and monitoring for systems and teams - Handling escalations as the primary contact, coordinating with internal and external stakeholders for timely resolutions - Managing regular reports, dashboards, and ensuring SLA compliance - Engaging with IATA and partners to understand their requirements and ensure customer satisfaction - Participating in post-incident reviews and root cause analysis to prevent recurrence To excel in this role, you should possess: - Over 10 years of experience in the Airline domain with expertise in BSP and Agency commissions management - Proven experience in support management within the airline industry - Strong communication skills with customers and executives - Proficiency in incident management and triage processes - Experience in leading and managing a team of analysts or support staff - Familiarity with support tools and technologies like Jira, Zendesk, or similar platforms - Knowledge of industry best practices for NDC (New Distribution Capability) is preferred - Technical expertise to facilitate a deeper understanding of issues and resolution paths Accelya Solutions offers an environment that encourages an open culture, provides intellectual challenges, and supports work-life balance. You will have the opportunity to work in a smart, hybrid remote/office setting within an excellent, dynamic, and multicultural environment.,