Senior Service Management Analyst - SQL Support

Senior Analyst - Service Management (SQL support)

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. 

Application support  (SQL support)

Role Purpose

In application support, you will be responsible for delivering high-quality operational and technical support for applications and systems, ensuring smooth operations for airline companies. Your primary focus will be on both services operation, minimizing the impact of incidents and problems while proactively preventing their recurrence.

Key Responsibilities

• Process and Operations Management:
  • Oversee processes and operations related to Airline
  • Maintain a comprehensive understanding of all processes, workflows, and system interactions.
  • Deeply understand database structures and component interactions to assess the impact of potential issues on production activities.
• Incident Management & Resolution:
  • Manage and respond to incidents within agreed SLAs, ensuring accurate escalation both internally (within the BU) and externally (to customers or providers).
  • Review and validate L1 and L2 Support responses, maintaining a 360-degree perspective on issue resolution.
  • Actively participate in P1 and P2 severity incidents, ensuring timely resolution within SLAs.
  • Perform root cause analysis on logged incidents to drive permanent reductions in issue recurrence.
• Technical & Functional Analysis:
  • Provide in-depth technical and functional analysis to the Development team and Product Owners as part of bug analysis.
  • Proficiency in data analysis using SQL and Excel.
  • Possess strong knowledge of Linux shell scripting and SQL database queries.
  • Guide and mentor L2 Support teams, ensuring continuous knowledge sharing and process improvements.
• Customer & Stakeholder Engagement:
  • Serve as a key interface for issue resolution, ensuring customer satisfaction and compliance with SLAs.
  • Assign, track, and validate reported issues, ensuring accurate resolution and preventing reoccurrences.
  • Lead support activities for assigned customer accounts while overseeing product application support teams.
• 24x7 Production Support:
  • Participate in on-call production shifts (24x7), including maintenance processes.
  • Analyze and resolve tickets raised by internal and external customers

Required Knowledge, Experience & Skills

• Industry Expertise:
  • Proven experience in the airline industry (Nice to Have)
  • Prior experience in a similar role withing similar companies is preferred.
• Technical Skills:
  • Strong proficiency in Linux shell scripting and SQL database management.
  • Hands-on experience with incident management processes and issue resolution.
  • Understanding of system interactions and database dependencies in production environments.
• Operational & Leadership Skills:
  • Experience in client interactions for issue resolution and escalation.
  • Ability to assign and track issues within a team, ensuring adherence to SLAs.
  • Experience in managing a team is mandatory for this role
  • Strong analytical and problem-solving skills, with a proactive approach to incident prevention.
  • Bachelor's degree in any engineering or related IT field.

What do we offer?

• Open culture and challenging opportunity to satisfy intellectual needs

• Work-life balance

• Excellent, dynamic and multicultural environment

About Accelya

Accelya is a leading global technology and service provider to the air transport industry delivering innovative change at speed and scale.

The company´s market-leading passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing.

Over 250 airline customers count on Accelya, with operations spread across nine countries and employing over 2,000 professionals worldwide.

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.

For more information, please visit www.accelya.com and https://accelya.turtl.co/story/accelya-corporatebrochure/page/1.

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!

Experience Level

Senior Level