Principal - Service Management(Technical Problem 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. 

Technical Problem Manager
Mumbai/Pune

Role purpose
Like most companies, Accelya experience incidents.  We want to solve that.  We appreciate we may not be able to reach zero incidents, but that won’t stop us trying.

To help us achieve that goal we are looking for someone who has a desire to use their exceptional problem-solving skills to get to the root causes of complex, gnarly problems that risk impacting on the customers we strive to please.

Not only will you get your hands dirty finding and fixing problems, but you will lead and inspire others in this purpose, so that Accelya develops a culture of proactive incident avoidance.

Duties & Responsibilities:
•    A maniacal focus on reducing the number of incidents impacting Accelya and its customers
•    Implementing new ideas, methods and tools that help yourself and others find and fix problems more quickly and more easily
•    Inspiring and motivating those around you to minimise the impact of incidents and prevent their recurrence
•    Designing metrics to show if problem management is working or not, and to identify course corrections
•    Ensuring solutions are implemented, and that they work as intended
•    Championing continual service improvement

Knowledge, Experience & Skills:    
•    Knowledge of a broad range of technologies and practices relating to infrastructure and software development
•    Some experience of ITIL Problem Management and how to apply it in an agile and effective way
•    The ability to eliminate noise and concentrate a team of people on what truly matters
•    Strong interpersonal skills, including diplomacy and influencing others
•    The ability to convert complex technical jargon into terminology that can be understood at every level of the organisation, regardless of the recipient’s background
•    An understanding of modern practices such as Software Reliability Engineering, DevOps and Agile and how they may be applied to the reduction of incidents and resolution of problems
•    An innovative streak, finding new ways to make Accelya better

What do we offer?
•    Challenging, exciting work that delivers true business value and enables you to grow
•    Autonomy – do what you think is best for the company
•    A positive working culture in a dynamic and multicultural environment
•    Public cloud experience, specifically AWS
•    Training and development opportunities tailored to you and your career goals
•    Flexible working hours and location to suit your work-life requirements
 
About Accelya
Accelya is a leading global technology and service provider to the air transport industry delivering innovative change at speed and scale.

The company´s market-leading passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. 

Over 250 airline customers count on Accelya, with operations spread across nine countries and employing over 2,000 professionals worldwide.

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. 

For more information, please visit www.accelya.com and https://accelya.turtl.co/story/accelya-corporate-brochure/page/1. 

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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!