Service Management Specialist

Specialist – Service and Operations Management

Vikhroli, Mumbai

Role Purpose

Specialist – Service Management

Key Responsibilities

• Oversee processes and operations related to

  Bank Settlement Plan (BSP)

  and

  GNR5

  products.
• Maintain a comprehensive understanding of all processes, workflows, and system interactions.
• Deeply understand database structures and component interactions to assess the impact of potential issues on production activities.
• Manage and respond to incidents within agreed

  SLAs

  , ensuring accurate escalation both internally (within the BU) and externally (to customers or providers).
• Review and validate L2 Support responses, maintaining a 360-degree perspective on issue resolution.
• Actively participate in

  P1 and P2 severity incidents

  , ensuring timely resolution within SLAs.
• Perform

  root cause analysis

  on logged incidents to drive permanent reductions in issue recurrence.
• Provide in-depth technical and functional analysis to the

  Development team

  and

  Product Owners

  as part of

  bug analysis

  .
• Proficiency in data analysis using SQL and Excel.
• Possess strong knowledge of

  Linux shell scripting

  and

  SQL database queries

  .
• Guide and mentor

  L2 Support teams

  , ensuring continuous knowledge sharing and process improvements.
• Participate in

  customer reviews and meetings

  with IATA and GNR5 clients, offering reports and detailed analyses.
• Serve as a key interface for issue resolution, ensuring customer satisfaction and compliance with SLAs.
• Assign, track, and validate reported issues, ensuring accurate resolution and preventing reoccurrences.
• Lead support activities for assigned customer accounts while overseeing product application support teams.
• Participate in

  on-call production shifts (24x7)

  , including maintenance processes.
• Analyze and resolve tickets raised by internal and external customers for BSP and GNR5.

Required Knowledge, Experience & Skills

• Proven experience in the

  airline industry

  , with knowledge of key industry workflows and

  DISH data standards

  .
• Prior experience in a similar role within

  Accelya

  is preferred.
• Strong proficiency in

  Linux shell scripting

  and

  SQL database management

  .
• Hands-on experience with

  incident management processes

  and issue resolution.
• Understanding of

  system interactions and database dependencies

  in production environments.
• Experience in

  client interactions

  for issue resolution and escalation.
• Ability to assign and track issues within a team, ensuring adherence to SLAs.
• Strong analytical and problem-solving skills, with a proactive approach to incident prevention.
• Bachelor's degree in any

  engineering

  or related IT field.