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:

The Engineer I – Global Event & Incident Management plays a critical role in maintaining the stability and reliability of IT services. They focus on incident management, ensuring timely resolution of unplanned interruptions and malfunctions. Their primary goals are to restore services efficiently and report major system issues to upper management.

Duties & Responsibilities:

Incident Workflow Management: Handle incident-related workflows, tasks, and resources. This includes managing incident records, coordinating with staff, vendors, and third-party services.
Post-Incident Reviews: Conduct incident reviews and post-mortems to assess the effectiveness of incident management processes. Identify areas for improvement and implement corrective actions3.
Global Event Ownership: Follow a “follow the sun” model, where each geographic team takes global ownership during their core hours. Be the central point of focus for high-impact and complex problems.
ITIL Training: Regularly provide ITIL event planning awareness training to all employees, ensuring compliance with approved policies and procedures.
Root Cause Analysis: Collaborate with Problem Management to identify root causes and prevent defects. Update incident reporting systems with resolution information.
Process Improvement: Work with senior management to enhance the Incident Management process across various business communities.

Knowledge, Experience & Skills:

ITIL Knowledge: Maintain up-to-date knowledge of ITIL processes, including awareness of new or revised practices.
Technical Skills: Familiarity with ITSM tools, Cisco, CISSP, AWS, and project management (PMP) principles.
Industry Understanding: Understand service management practices, infrastructure, and customer tools.
Education: A relevant degree (e.g., Bachelor’s or University Degree) in Computer Science, Engineering, or Information Technology.
Experience: Strong ITSM process depth and breadth related to incident management functions.

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!