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

Ensure continuous monitoring and operational stability of IT infrastructure.
Act as the first line of response for infrastructure alerts and incidents.
Drive end-to-end alert ownership from detection to closure coordination.
Maintain audit-compliant documentation, ticket hygiene, and reporting standards.

Key Responsibilities

Monitoring & Event Management
Perform 24x7 monitoring of infrastructure, applications, and services using tools like Site24x7.
Analyze and validate alerts to differentiate between events and incidents.
Ensure accurate alert classification, prioritization,



and routing to appropriate resolver groups.
Maintain monitoring hygiene, including thresholds, alerts, and configurations as per SOPs.
Incident Management
Log and manage incidents in ITSM tools (ServiceFirst) as per defined workflows.
Perform initial triage and L1 troubleshooting before escalation.
Coordinate with technical teams (Infra, Application, Network, DB, Cloud) for resolution.
Follow priority-based incident handling, including Major Incident (P1) support and bridge coordination.
Ensure timely escalation, follow-up, and closure validation.
Alert & Ticket Ownership
Take end-to-end ownership of alerts from detection to resolution coordination.
Ensure proper ticket lifecycle management:
Creation
Assignment
Follow-up
Resolution confirmation
Closure
Maintain strict ticket hygiene and data accuracy for audit readiness.
Stakeholder Communication
Provide real-time communication during major incidents.
Keep stakeholder

📌 Engineer I (India)
🏢 Accelya
📍 India