IT Infrastructure Monitoring and Incident Management Engineer

Engineer I - Global Event & 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

• 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.

Key Responsibilities

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

Technical Skills

• 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

Process Knowledge

• Strong understanding of:
  • Incident Management lifecycle
  • Event Management principles
  • ITIL framework (preferred)

Behavioral Skills

• 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)

Experience

• 6 months - 1 years of relevant experience in:
  • IT Operations / Monitoring / Service Management

Working Conditions

• 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!