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.
- Ensure **continuous monitoring and operational stability** of IT infrastructure.
- Act as the **first line of response** for infrastructure alerts and incidents.
- Drive **end\-to\-end alert ownership** from detection to closure coordination.
- Maintain **audit\-compliant documentation, ticket hygiene, and reporting standards**.
- *1\. Monitoring \& Event Management**
- Perform **24x7 monitoring** of infrastructure, applications, and services using tools like Site24x7\.
- Analyze and validate alerts to **differentiate between events and incidents**.
- Ensure **accurate alert classification, prioritization, and routing** to appropriate resolver groups.
- Maintain **monitoring hygiene**, including thresholds, alerts, and configurations as per SOPs.
- *2\. Incident Management**
- Log and manage incidents in ITSM tools (ServiceFirst) as per defined workflows.
- Perform **initial triage and L1 troubleshooting** before escalation.
- Coordinate with technical teams (Infra, Application, Network, DB, Cloud) for resolution.
- Follow **priority\-based incident handling**, including Major Incident (P1\) support and bridge coordination.
- Ensure **timely escalation, follow\-up, and closure validation**.
- *3\. Alert \& Ticket Ownership**
- Take **end\-to\-end ownership of alerts** from detection to resolution coordination.
- Ensure **proper ticket lifecycle management**:
+ Creation
+ Assignment
+ Follow\-up
+ Resolution confirmation
+ Closure
- Maintain strict **ticket hygiene and data accuracy for audit readiness**.
- *4\. Stakeholder Communication**
- Provide **real\-time communication during major incidents**.
- Keep stakeholders informed on:
+ Incident status
+ Business impact
+ Resolution progress
- Support preparation of **incident summaries and status reports**.
- *5\. Reporting \& Documentation**
- Generate **daily, weekly, and monthly operational reports**.
- Maintain documentation such as:
+ SOPs
+ Runbooks
+ Known error updates
- Ensure all actions are **traceable and audit compliant**.
- *6\. Operational Support Tasks**
* Perform basic infrastructure operational tasks such as
+ LDAP user creation and password resets
+ Monitoring poller checks
+ Load balancer and server status validation
- Assist in **onboarding/offboarding** **of monitoring assets**.
- *7\. Continuous Improvement**
- Participate in **incident reviews and RCA discussions**.
- Identify opportunities for:
+ Alert optimization
+ Automation
+ Process improvements
- Support enhancement of GEM processes and monitoring maturity.
- *Key Skills \& Competencies**
* Basic understanding of
+ IT Infrastructure (Servers, Network, Databases, Cloud)
+ Monitoring tools (e.g., Site24x7\)
+ ITSM tools (e.g., ServiceFirst)
* Familiarity with
+ Windows/Linux environments
+ Networking fundamentals
+ Application monitoring concepts
* Strong understanding of
+ Incident Management lifecycle
+ Event Management principles
+ ITIL framework (preferred)
- Strong **analytical and troubleshooting mindset**
- Effective **communication and coordination skills**
- Ability to work in a **24x7 rotational shift environment**
- High level of **ownership and accountability**
- Team\-oriented with **collaborative working approach**
- *Educational Qualifications**
* Bachelor’s degree in
+ Computer Science / Information Technology / Engineering (or equivalent)
* 6 months \- 1 years of relevant experience in
+ IT Operations / Monitoring / Service Management
- 24x7 rotational shift model
- Global support model (“follow\-the\-sun” operations)
- *Key Success Metrics (KPIs)**
- SLA adherence for incident handling
- MTTA / MTTR improvement
- Alert response time
- Ticket quality and audit compliance
- Stakeholder communication effectiveness
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!