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 solid 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:
- Manage and mentor a team of L2 analysts and leads , providing guidance, support, and performance feedback.
- Foster a collaborative and high-performance culture within the team.
- Coordinate shift schedules to ensure 24/7 support coverage and optimal resource allocation.
Process Improvement:
- Identify gaps and inefficiencies in current support processes and implement improvements to enhance service delivery.
- Develop and maintain incident management procedures , ensuring alignment with industry best practices.
- Drive the adoption of new tools and technologies to streamline support operations and improve incident resolution times.
Reporting and Documentation:
- Prepare and present regular reports on incident trends, team performance, and SLA compliance to senior management.
- Maintain comprehensive documentation of incident management processes .
- Develop and deliver training programs to enhance the skills and knowledge of the support team.
Stakeholder Collaboration:
- Collaborate with development, QA, product management, and incident management te