Senior Analyst

As a Critical Incident Manager at Accelya, you will be responsible for managing and resolving critical P1/P2 incidents within Service Level Agreements (SLAs). Your role will involve assembling and leading an ad hoc Incident Response Team (IRT) comprising specialists from engineering, infrastructure, network, database, and other relevant groups. Effective communication updates about incidents to customers and internal stakeholders, along with thorough documentation of incidents for future reference, are crucial aspects of your responsibilities. Additionally, monitoring and analyzing incident trends to identify areas for product stabilization and process improvement will be part of your duties. Collaboration with IT, Infrastructure, and Engineering teams to enhance incident management processes is essential, as well as proactive application monitoring to alert teams before a P1/P2 incident is registered. To succeed in this role, you should have proven experience in managing a Critical Incident Management (CIM) function and the ability to lead and coordinate cross-functional teams in time-sensitive situations. Strong skills in crafting and publishing business-critical communications to customers and stakeholders are necessary, along with experience in process improvement and management involving multiple technical stakeholders. Preferred qualifications include knowledge and experience with cloud support functions, SaaS, or cloud environments, as well as an understanding of the travel domain (NDC, Airlines). This position requires 4-5 years of management experience and the ability to work on a rotating shift schedule, including weekends and holidays, to provide continuous coverage 24 hours a day, 7 days a week. Joining Accelya will provide you with the opportunity to work on the future of the travel industry in a market-leading company with an open culture and challenging opportunities to satisfy your intellectual needs. You will enjoy flexible working hours in a hybrid remote/office working environment, surrounded by an excellent, dynamic, and multicultural team. Accelya has been a partner for change in the airline industry for over 40 years, simplifying airline financial and commercial processes to empower the air transport community. By joining Accelya, you will be part of a company that drives the airline industry forward and puts control back in your hands, enabling you to move further, faster.,