Senior Analyst - Service Management

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.

Senior Analyst - Service Management (PL/SQL+JAVA) Support

Job purpose
As a Senior Analyst - Service Management your responsibility will be to provide high quality operational and technical application and systems support to customers and internal business functions.

Duties and Responsibilities:

• Should have a macro view of all Processes of all customers

• Handling of incidents and Response and Resolution to Incidents with detailed RCA within SLAs

• Participation in P1 and P2 severity level of incidents to ensure timeline response and resolution within SLAs

• Providing technical and functional analysis to Development team as part of Bug Analysis

• Review technical and functional analysis to be shared with Development team as part of Bug Analysis

• Guide and mentor the L2 Support

• Participating from techno-functional point of view during reviews with customer

• Perform causal analysis on the incidents logged by customer with the objective of permanent reduction

• To work in shifts in alignment with customer time zones

Knowledge, Experience and Skills:

• Demonstrated application support experience of 5-7 + years, preferably in a 24x7 environment

• Change-management experience, including appropriate prioritizing and some risk analysis

• People management and leadership skills, including coaching, supervision, staffing, and conflict management

• Excellent analytical and problem solving skills

• Possesses business understanding and technical skills (Oracle PL/SQL, Java, LINUX)

What do we offer?

• Open culture and challenging opportunity to satisfy intellectual needs

• Flexible working hours

• Work-life balance

• Excellent, dynamic and multicultural environment