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. 

Location: Bogota (Hybrid Scheme: 2 days per week in the office)

Key Responsibilities:
Incident Management: Manage the end-to-end process for incident logging, categorization, prioritization, investigation, and resolution. Ensure incidents are resolved within agreed-upon SLAs.

Root Cause Analysis: Collaborate with technical teams to conduct root cause analysis for high-impact incidents and identify preventive measures to avoid recurrence. Ensure documentation of root causes and resolutions.

Communication & Escalation: Serve as the primary point of contact for incidents, providing updates to stakeholders (end users, management, technical teams) throughout the lifecycle of an incident. Ensure appropriate escalation procedures are followed for unresolved or high-priority incidents.

Incident Documentation: Ensure that all incidents are accurately documented in the incident management system (e.g., ServiceNow, Remedy). Track and report on incident status, resolutions, and trends.

Service Level Agreement (SLA) Monitoring: Monitor incident resolution times to ensure compliance with SLAs. Report on SLA adherence and identify opportunities for improvement in response times and resolution quality.

Incident Triage & Prioritization: Assess the severity and impact of incidents to prioritize actions effectively. Ensure high-priority incidents are addressed immediately and appropriate resources are allocated for resolution.

Collaboration with IT Teams: Work closely with technical teams, including network, infrastructure, development, and support teams, to resolve incidents efficiently. Facilitate communication between teams to ensure timely incident resolution.

Problem Management Support: Support the Problem Management team by identifying recurring incidents and assisting with trend analysis. Help with the creation of known error databases and contribute to problem management activities.

Incident Trend Analysis & Reporting: Regularly analyze incident trends to identify areas for improvement in systems, processes, or user behavior. Provide reports to management with insights and recommendations based on trend analysis.

Incident Management Process Improvement: Contribute to the continuous improvement of the Incident Management process by identifying bottlenecks or inefficiencies and recommending process improvements.

Knowledge Management: Maintain and update the incident management knowledge base with resolution steps and best practices to ensure quick resolution for similar incidents in the future.

End-User Support: Provide support to end users regarding incident status, resolution procedures, and any necessary troubleshooting steps. Ensure that users are informed and supported throughout the incident lifecycle.

Qualifications:
Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Experience: 2-4 years of experience in IT service management, incident management, or IT support roles. Familiarity with ITIL or other service management frameworks is highly preferred.

Fluent English: Interviews will be held in this language.

Technical Skills:
Proficiency in incident management software (e.g., ServiceNow, BMC Remedy, Cherwell).
Understanding of ITIL frameworks, specifically Incident and Problem Management processes.
Basic understanding of IT infrastructure, systems, networks, and applications.
Experience with ticketing systems, incident tracking, and reporting.

Soft Skills:
Strong analytical and problem-solving skills, with the ability to assess and prioritize incidents based on business impact.
Excellent communication skills, both verbal and written, to effectively communicate with stakeholders and technical teams.
Ability to work in a fast-paced environment, handle multiple tasks simultaneously, and meet deadlines.
Strong attention to detail and documentation skills to ensure accurate incident tracking and reporting.
Ability to work independently and as part of a team.
Strong customer service orientation with a focus on delivering quality support.

Preferred:
ITIL Foundation certification or related certifications in IT service management (e.g., HDI Support Center Analyst).
Experience with problem management, root cause analysis, or change management processes.
Experience with monitoring tools (e.g., Nagios, SolarWinds) or network troubleshooting.
Familiarity with project management methodologies (e.g., Agile, Scrum).

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!