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

Mumbai

Role Purpose:

This role is responsible for the service management operations of REVENUE ASSURANCE products. The employee will work with multiple managers in different locations, with minimal direct supervision while maintaining up-to-date documents and reports to ensure that colleagues have visibility of the account statuses. Therefore, he or she needs to be proactive, and have superb time management and organization skills. As the other Support teams are based in different locations/time zones, strong communication skills and report filing for information handover are mandatory for this role. They should be proactive, and able to plan, prepare for and attend service reviews with their customers, either on-site or virtually. They will provide expert advice and support to our REVENUE ASSURANCE solutions users, troubleshoot problems and advise on the appropriate action.

Duties and responsibilities
Understand how the REVENUE ASSURANCE business relates to the customers requirements to ensure appropriate response when dealing with queries.
Understanding and management of the application, monitoring files, fixing errors, and reporting issues, all within the defined SLAs.
Work with Support team and Account Managers, Internal stake holders to provide updates to Airlines on new services available to maximize the potential for growth, and to meet revenue targets for the business.
Work with Implementation Managers to ensure that all projects are completed according to Customer requirements and contractual agreements. and Work with Director on new developments and fixes for the application.
Provide Customer support by resolving queries received from Airlines in a timely manner by working to agreed internal SLAs.
Keeping up to date with, and informing Customers of, all releases / fixes / developments / downtimes to the application.
Attend and participate in UAT projects for new implementations.
As an Expert you will have to lead and provide high quality operational and technical application and systems support to customers and internal business functions. Minimizing the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents.
Ensure high customer satisfaction levels are maintained with Customer Engagement - Participating from technical/functional point of view in weekly/fortnightly calls (frequency as agreed with customer) on incidents and taking actions to closure.
Analysis of Incidents - Handling of incidents and Response and Resolution to Incidents with detailed information on Category, Cause and Action taken within SLAs. Ongoing review of Incident Response and Resolution provided by Analyst. Acts as an interface between L2 and L3 teams to ensure response and resolution within SLAs.

Knowledge, Experience and Skills:
Customer oriented and good communication skills
Experience in SQL PLSQL support is mandatory for this role, Informix knowledge is an added advantage.
Presenting to customers
Effective time management
Good level of all MS Office applications
Building and maintaining strong Customer Relations
Knowledge of Airline REVENUE ASSUARNCE products will be added advantage

What do we offer