Specialist - 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. 

Role Purpose
As Specialist - Incident Management at Accelya, you will manage IT service incidents end-to-end, coordinating resolution teams, maintaining SLA compliance and driving root cause analysis to prevent recurrence and improve service reliability.

Duties & Responsibilities
• Manage service incidents end-to-end from detection through resolution and closure, ensuring SLA compliance across all severity levels
• Coordinate resolution resources, convening technical bridge calls and managing stakeholder communications during active incidents
• Use ServiceNow AI or equivalent for intelligent incident routing, automated escalation or equivalent and AI-powered resolution recommendation
• Conduct root cause analysis for recurrent or significant incidents, producing clear RCA documentation and remediation plans
• Use PagerDuty AI or equivalent or Dynatrace or equivalent AI or equivalent for proactive incident detection, intelligent alerting and automated initial triage
• Use generative AI (Claude, ChatGPT or equivalent) for high-quality incident reports, customer communications and post-incident review materials
• Track incident trends, identifying systemic issues and contributing to problem management activities

Required Experience & Skills
• 3–5 years of incident management experience in a technology environment
• Good knowledge of ITIL incident and problem management
• Experience with ITSM platforms and monitoring tools
• Strong analytical skills and ability to coordinate cross-functional resolution teams
• ITIL Foundation; Bachelor's degree in IT or related field

Preferred Experience & Skills
• Experience with AI-powered monitoring and incident management tools (PagerDuty AI or equivalent, Dynatrace or equivalent AI or equivalent, ServiceNow AI or equivalent) for proactive incident detection and intelligent resolution routing
• Use of generative AI (Claude, ChatGPT or equivalent) for high-quality incident reports, root cause analysis documentation and customer communications
• Familiarity with observability platforms (Datadog, Splunk or equivalent, Dynatrace or equivalent) and how AI-powered anomaly detection reduces incident detection time
• Knowledge of how leading airline technology providers including leading providers in the airline technology market manage service incidents for mission-critical airline systems

What do we offer?
• An open culture with a creative and challenging opportunity to satisfy your intellectual needs
• Flexible working hours
• Smart working: a hybrid remote/office working environment
• Work-life balance
• An excellent, dynamic and multicultural environment to work in

About Accelya
Accelya is a leading global software provider to the airline industry, powering over 200 airlines with an open, modular software platform. Owned by Vista Equity Partners, we bring together 2,000+ employees across 10 global offices. We are proud partners of AWS and pioneers in NDC expertise. Find out more at 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!