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.
Role purpose
As a Senior Analyst - Service Management, you will be responsible for running successful operations & experience of developing procedures. You will also be providing service delivery Solutions and implementing the service delivery process covering service level agreement, knowledge management and procedures/ service standards for operational excellence.
Duties and Responsibilities:
•Work closely with Service Management teams and focus on automation and proactive approach
•Look into customer escalations/complaints regarding Service Management operations and delivery
•Define and set up controls for Incident, Change, Problem and Knowledge Management under Service Management vertical
•Coordinate with various Application and Infrastructure support groups during the course of high priority Incidents
Knowledge, Experience & Skills:
•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.
What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!