[Hiring] Specialist - Service Management @Accelya Group

Role Description

As a Specialist – Service Management your responsibility will be to provide high quality operational and technical application and systems support to customers and internal business functions. Minimizing the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents.

• Should have a macro view of all Processes of all customers and expert in at least one module of the product.
• Handling of incidents and Response and Resolution to Incidents with detailed RCA within SLAs.
• Review the response suggested by L2 Support keeping 360 degree view.
• Participation in P1 and P2 severity level of incidents to ensure timeline response and resolution within SLAs.
• Providing technical and functional analysis to Development team as part of Bug Analysis.
• Review technical and functional analysis to be shared with Development team as part of Bug Analysis.
• Guide and mentor the L2 Support.
• Participating from techno-functional point of view during reviews with customer.
• Perform causal analysis on the incidents logged by customer with the objective of permanent reduction.

Qualifications

• Experienced in client interface for issue resolution.
• Issue assignment to team members & tracking.
• Working on processes to make sure customer SLA’s are met and desired satisfaction level is achieved.
• Validation of issues getting reopened.
• Hands on Support for a set of customers accounts and leading teams supporting the product application.
• Bachelor's degree in any engineering field, ITIL Foundation qualified.

Company Description

For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.