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.
Role Purpose
As Specialist - Incident Management at Accelya, you will manage IT service incidents end-to-end, coordinating resolution teams, maintaining SLA compliance and driving root cause analysis to prevent recurrence and improve service reliability.
Duties & Responsibilities
• Manage service incidents end-to-end from detection through resolution and closure, ensuring SLA compliance across all severity levels
• Coordinate resolution resources, convening technical bridge calls and managing stakeholder communications during active incidents
• Use ServiceNow AI or equivalent for intelligent incident routing,
automated escalation or equivalent and AI-powered resolution recommendation
• Conduct root cause analysis for recurrent or significant incidents, producing clear RCA documentation and remediation plans
• Use PagerDuty AI or equivalent or Dynatrace or equivalent AI or equivalent for proactive incident detection, intelligent alerting and automated initial triage
• Use generative AI (Claude, ChatGPT or equivalent) for high-quality incident reports, customer communications and post-incident review materials
• Track incident trends, identifying systemic issues and contributing to problem management activities
Required Experience & Skills
• 3–5 years of incident management experience in a technology environment
• Valuable knowledge of ITIL incident and problem management
• Experience with ITSM platforms and monitoring tools
• Strong analytical skills and ability to coordinate cross-functional resolution team