Senior Analyst - Critical Incident Management

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. 

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 you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!