Senior Analyst - Critical Incident Management

Accelya Kale Solutions Ltd

4 - 5 years

8 - 12 Lacs

Pune

Posted:2 weeks ago| Platform:

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Skills Required

Service level Publishing Senior Analyst Process improvement Cloud IT infrastructure Incident management Management application monitoring digital transformation

Work Mode

Work from Office

Job Type

Full Time

Job Description

Duties & Responsibilities :

Manage and resolve critical P1/P2 incidents within Service Level Agreements (SLAs).

Assemble and lead an ad hoc Incident Response Team (IRT) composed of specialists from engineering, infrastructure, network, database, and other relevant groups.

Provide timely and effective communication updates about incidents to customers and internal stakeholders.

Thoroughly document incidents, ensuring all details are captured accurately for future reference.

Monitor and analyze incident trends to identify areas for product stabilization and process improvement.

Collaborate with IT, Infrastructure, and Engineering teams to enhance incident management processes.

Ensure proactive application monitoring to alert teams before a P1/ P2 incident is registered.

Knowledge, Experience & Skills:

Proven experience in managing a Critical Incident Management (CIM) function.

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.

Demonstrable experience in process improvement and management involving multiple technical stakeholders.

Knowledge and experience with cloud support functions preferred.

Experience in SaaS or cloud environments preferred.

Understanding of the travel domain (NDC, Airlines) preferred.

4-5 years of management experience.

This position requires working on a rotating shift schedule, requires on-call duties, including weekends and holidays, to provide continuous coverage 24 hours a day, 7 days a week.

What do we offer

An opportunity work on the future of travel industry in market leading company - NDC (New Distribution Capability)

Open culture and challenging opportunity to satisfy intellectual needs

Flexible working hours, hybrid remote/office working environment

Excellent, dynamic and multicultural environment

What does the future of the air transport industry look like to youWhether you re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!

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