Senior Analyst - Incident 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. 

The Senior Analyst - Incident Management plays a key role in managing incidents, ensuring production ticket tracking, monitoring SLA compliance, and supporting teams in service management meetings to resolve issues.

Duties & Responsibilities:

Incident Detection & Reporting:

• Monitor and review incident reports from multiple sources, including IT systems, monitoring tools, and user-reported incidents.
• Ensure that all incidents are logged in the incident management system with accurate information, including impact, urgency, and priority.
• Proactively identify recurring issues and escalate them to relevant teams for investigation and resolution.

Incident Classification & Prioritization:

• Classify and prioritize incidents based on their severity, business impact, and urgency in accordance with predefined SLA (Service Level Agreement) criteria.
• Work with service desk teams and technical support teams to ensure appropriate categorization and prioritization of incidents.
• Ensure that high-priority incidents are immediately escalated and addressed to minimize operational impact.

Incident Resolution & Coordination:

• Coordinate and collaborate with internal IT teams and external vendors to resolve incidents promptly.
• Follow established incident management processes and workflows to ensure that all incidents are resolved within agreed timelines and SLAs.
• Communicate incident status updates to relevant stakeholders, ensuring transparency and clarity throughout the resolution process.

Root Cause Analysis & Problem Management:

• Conduct preliminary investigations of recurring or critical incidents to identify root causes and work with the problem management team to prevent future occurrences.
• Provide input to post-incident reviews and contribute to lessons learned sessions to continuously improve incident management processes.

Communication & Stakeholder Management:

• Provide timely and accurate incident status updates to stakeholders, including business units, service owners, and senior management.
• Keep end users informed about incident progress, expected resolution times, and any potential workarounds.
• Ensure that incidents are documented clearly, with detailed notes on troubleshooting efforts, resolutions, and communication with affected users.

Incident Documentation & Reporting:

• Maintain accurate incident records, including incident details, troubleshooting steps, resolution actions, and follow-up tasks.
• Create and maintain incident management reports, including incident trends, performance against SLAs, and other relevant metrics.
• Provide incident trend analysis to identify areas for service improvement and recommend corrective actions.

Continuous Improvement & Best Practices:

• Identify opportunities for improving the incident management process, tools, and workflows to enhance the speed and efficiency of incident resolution.
• Contribute to the development of incident management best practices and the overall enhancement of IT service management (ITSM) processes.
• Assist in training and mentoring new team members on incident management procedures and tools.

Post-Incident Reviews:

• Participate in post-incident reviews and analysis meetings to evaluate the effectiveness of incident handling and identify improvements for future incidents.
• Provide detailed reports on incidents, outlining the causes, impact, resolution, and lessons learned.

Tool & System Management:

• Ensure proper use of incident management tools and systems (e.g., ServiceNow, Remedy, etc.), including accurate logging, tracking, and reporting of incidents.
• Assist in the configuration and optimization of incident management systems to streamline workflows and enhance incident handling efficiency.

Knowledge, Experience & Skills

• Fresh graduates or candidates with internship experience in IT support or incident management are welcome.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience in incident management or IT support.
• Problem-solving and analytical skills with a willingness to lear