Technical Service Management Airlines Domain

As a Technical Service Management professional in the Airlines domain at Accelya, your role will involve managing a team of L2 analysts and specialists to effectively triage and resolve customer incidents within committed service levels. You will need to be a proactive leader with a strong understanding of the Airline domain. **Duties & Responsibilities:** - Hire, develop, and manage L2 analysts, providing guidance and support in resolving customer issues. - Foster a collaborative and high-performance culture, encouraging continuous learning and development. - Collaborate with development and infrastructure teams to optimize performance by addressing bugs and enhancements. - Drive efficiency by automating/scripting routine tasks and delegating manual work on complex tasks. - Develop and maintain comprehensive documentation/knowledge base on incident management. - Drive knowledge improvement to simplify work on complex issues for L1 and L2 teams. - Develop and deliver training programs to enhance the skills and knowledge of the support team. - Set up proactive coverage and monitoring for systems and teams. - Act as the primary contact for escalations, coordinating with internal and external stakeholders for timely resolution. - Manage regular reports, dashboards on trends, team performance, and SLA compliance as per the client contract. - Lead and manage SLA status calls with clients on a periodic basis. - Engage with clients to understand their needs and ensure a high level of customer satisfaction. - Participate in post-incident reviews and root cause analysis to prevent recurrence. **Knowledge, Experience & Skills:** - 10+ years of experience in the Airline domain with a preference for IATA certification. - Technical experience in MS SQL Server is mandatory for this role. - Preferred experience with support tools like Jira, Zendesk, Salesforce, Service Now, etc. - Understanding of industry best practices for NDC (New Distribution Capability) is preferred. - Technical knowledge enabling a deeper understanding of issues and resolution paths. - Proven experience in support management within the airline industry. - Excellent communication skills with customers and executives. - Strong background in incident management and triage processes. - Experience leading and managing a team of analysts or support staff. Accelya offers an open culture, smart working environment with hybrid remote/office options, a dynamic multicultural setting, and work-life balance. Accelya is a global software provider to the airline industry, empowering over 200 airlines with innovative solutions for growth and customer satisfaction. With a team of 2,000+ employees across 10 global offices, Accelya is a trusted partner for industry leaders, delivering cutting-edge technologies and solutions. If you envision a future in the air transport industry and seek opportunities to realize your ambitions, Accelya welcomes you to be part of their journey towards shaping the future of air transport.,