Manager-Service management (airline domain)

Accelya is looking for a Manager - Service Management to lead our support operations. You'll be responsible for overseeing incident triage, managing a team of L2 analysts and leads, and ensuring the efficient and effective resolution of incidents. This role requires a proactive leader with strong Airline domain knowledge in Billing & Settlement and Agency commissions management , excellent communication skills, and the ability to drive continuous improvement within the support process.

Duties & Responsibilities :

Incident Management :

• Oversee the incident triage process , ensuring timely and accurate categorization, prioritization, and assignment of incidents.
• Act as the primary point of contact for escalated incidents , coordinating with internal and external stakeholders for resolution.
• Ensure all incidents are tracked, monitored, and resolved within agreed Service Level Agreements (SLAs) .

Team Leadership :

Process Improvement :

Reporting and Documentation :

Stakeholder Collaboration :

Knowledge, Experience & Skills :

Skills Required

Incident Management, Team Leadership, Process Improvement, Documentation, Stakeholder Engagement, Root Cause Analysis