Senior Analyst - Service Management (PLSQL/Shell scripting)

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?

• An opportunity work on the future of travel industry in market leading company – NDC (New Distribution Capability)
• Open culture and challenging opportunity to satisfy intellectual needs
• Flexible working hours, hybrid remote/office working environment
• Excellent, dynamic and multicultural environment

About Accelya 

Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers and take control of their retailing.  

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 are proud to deliver leading-edge technologies to our customers including through our partnership with AWS and through the pioneering NDC expertise of our 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 www.accelya.com