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.

Analyst II - Service Management (Enterprise Infrastructure)

Mumbai

Role Purpose:
As an Analyst II - Service Management for Enterprise Infrastructure, you will play a critical role in managing and optimizing IT service management processes within the organization. You will support the enterprise infrastructure team by ensuring effective incident, problem, and change management, as well as by monitoring service performance and driving improvements in service delivery.



This role is ideal for someone with a strong background in IT service management frameworks and experience in managing enterprise-scale infrastructure services.

Duties & Responsibilities:
- Service Management: Oversee and manage incident, problem, and change management processes, ensuring compliance with ITIL standards and maintaining high service quality across the enterprise infrastructure.
- Service Monitoring & Reporting: Monitor the performance of enterprise infrastructure services, track service level agreements (SLAs), and generate regular reports on key performance indicators (KPIs) to ensure operational efficiency.
- Incident & Problem Resolution: Lead efforts to resolve incidents and problems in a timely manner, performing root cause analysis to prevent recurrence and improve system resilience.
- Change Management: Facilitate the planning and execution of changes to the infrastructure workplace, coordinating approvals, minimizing service disruptions, and ensuring a smooth transition for all stakeholders.
- Process Improvement &

📌 Analyst Ii (Mumbai)
🏢 Accelya
📍 Mumbai