Scan your resume against ATS criteria for this Senior Analyst - Incident Management role at Careers.
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.
As an
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Incident Manager (CIM)
The successful candidate will be responsible for owning and managing P1/P2 incidents, ensuring timely resolution within SLA commitments, driving structured incident governance, and maintaining alignment between technical teams, business stakeholders, and customers.
This position will be responsible for incident management, stakeholder communication, operational governance, root cause analysis, and continuous service improvement. The focus will be on ensuring operational resilience, maintaining customer trust, improving service reliability, and driving proactive incident prevention initiatives in line with
Accelya's global business strategy, values, and mission.
Duties & Responsibilities:
Incident Ownership & Lifecycle Management
Act as the primary escalation point for major incidents, ensuring timely engagement of appropriate stakeholders and technical teams.
Perform impact assessments, severity classification, and incident prioritization to ensure effective response execution.
Drive production fixes, workarounds, and mitigation plans required to restore services.
Incident Coordination & Bridge Management
Initiate, facilitate, and manage incident bridge calls, ensuring clear accountability, ownership, and progress tracking.
Remove operational roadblocks and maintain resolution momentum throughout the incident lifecycle.
Stakeholder & Customer Communication
Ensure communication consistency across customer notifications, management updates, bridge calls, and service status channels.
Manage communications for high-impact incidents affecting strategic customers and business-critical operations.
Status Page & Customer Transparency
Publish clear incident updates outlining customer impact, affected services, mitigation activities, and recovery progress.
Maintain defined communication cadence throughout incident management and restoration activities.
Ensure alignment of messaging across all communication channels.
RCA & Problem Management
Identify recurring issues and collaborate with Product, Engineering, and Operations teams to eliminate underlying causes.
Track corrective and preventive actions through to closure.
Monitoring, Governance & Continuous Improvement
Lead Daily Operations Reviews (DORs), providing updates on incident trends, risks, and operational performance.
Analyze incident patterns and service trends to identify stability improvements and automation opportunities.
Support enhancements in monitoring, alerting, reporting dashboards, and operational tooling.
Maintain audit-ready incident documentation across Zendesk, Jira, RCA repositories, and reporting systems.
Cross-Functional Collaboration
Coordinate with external vendors and technology partners during critical incidents when required.
Ensure accountability, ownership, and adherence to escalation processes across all stakeholder groups.
Operational Excellence
Participate in a 24x7 rotational on-call support model to provide uninterrupted major incident coverage.
Foster a culture of continuous improvement, operational excellence, and customer-first service delivery.
Required Experience & Skills
Major Incident Management, Service Operations, Production Support, IT Service Management, or Site Reliability Operations
Strong experience managing critical P1/P2 incidents in complex enterprise or SaaS environments.
Demonstrated experience leading cross-functional technical teams during high-pressure incident situations.
Hands-on experience with incident management processes aligned with ITIL best practices.
Experience conducting incident triage, impact assessments, severity classification, and escalation management.
Strong stakeholder management skills with the ability to communicate effectively with senior leadership, customers, and technical teams.
Experience driving Root Cause Analysis (RCA), corrective action tracking, and problem management initiatives.
Knowledge of cloud-based environments, distributed systems, and modern application architectures.
Experience with ticketing and incident management tools such as Jira, Zendesk, ServiceNow, or equivalent platforms.
Strong analytical, organizational, and decision-making skills.
Excellent written and verbal communication skills.
Preferred Experience & Skills
Experience supporting airline, travel technology, SaaS, or mission-critical enterprise platforms.
Knowledge of AWS, Azure, or cloud-native operational environments.
Familiarity with observability and monitoring platforms such as Datadog, New Relic, Grafana, Splunk, or Dynatrace.
Experience driving automation initiatives within operational support environments.
Exposure to SRE, DevOps, Problem Management, and Change Management practices.
Experience creating executive dashboards and operational reporting metrics.
What do we offer?
Flexible working hours
Smart working: hybrid remote/office working environment
Work-life balance
Excellent, dynamic and multicultural environment
About Accelya
Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya are trusted by industry leaders to deliver now and deliver for the future.
The company's passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya is proud to deliver leading-edge technologies to its customers, including through its partnership with AWS and through the pioneering NDC expertise of its Global Product teams.
We are proud to enable innovation-led growth for the airline industry and put control back in the hands of airlines.
For more information, please visit
http://www.accelya.com/ www.accelya.com**.
What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!
How to apply for Senior Analyst - Incident Management at Careers?
Click the "Apply on Company Website" button on this page to submit your application directly on the employer's official portal.
What is the salary for this role?
Salary details will be discussed during the interview.
What experience is required?
40+ years of experience is required.
Is this position still open?
Yes, currently active and accepting applications.
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