Manager Service Management Industry Solutions Accelya

About Accelya

Job Description

JD Manager Service Management Industry Solutions Role purpose Manager Service Management (Industry Solutions) is a key role at Accelya solutions. This candidate will be responsible for managing a team of L2 analysts & specialists that triage & resolve the incidents raised by the customers within the committed service levels. This role requires a proactive leader with strong knowledge in Airline Industry Solution areas viz. Billing & Settlement and Agency commissions management. Duties & Responsibilities Hire, develop & manage L2 analysts, providing guidance & support in resolving customer issues Foster a collaborative and high-performance culture, encouraging continuous learning & development Collaborate with development, infra teams on bugs, enhancements alike to optimize performance Drive efficiency via automating / scripting routine tasks pushing manual work on complex tasks Develop & maintain comprehensive documentation / knowledge base on incident management Drive knowledge improvement enabling L1 & L2 teams to simplify work on complex issues Develop and deliver training programs to enhance the skills and knowledge of the support team Set up proactive coverage & monitoring for systems & teams Act as primary contact for escalations, coordinating with internal & external stakeholders to drive timely resolution Manage regular reports & dashboards on trends, team performance & SLA compliance Engage with IATA and partners to understand their needs and ensure a high level of customer satisfaction Participate in post-incident reviews and root cause analysis, driving actions to prevent recurrence Knowledge, Experience & Skills 10 + years of experience in Airline domain with BSP & Agency commissions management Proven experience in a support management, within airline industry Excellent communication with customers & executives alike Strong background in incident management and triage processes Experience leading and managing a team of analysts or support staff Proficiency in using support tools and technologies, such as Jira, Zendesk or similar platforms Preferred knowledge on industry best practices for NDC (New Distribution Capability) Preferred technical knowledge that enables deeper understanding of issues & resolution paths What do we offer An opportunity that provides open culture and challenges to satisfy intellectual needs Smart working: hybrid remote/office working environment Excellent, dynamic and multicultural environment Work-life balance,