Senior Analyst - Incident Management

Overview

• Own and manage the lifecycle of critical P1/P2 and high-priority incidents from detection through resolution and closure.
• Act as the primary escalation point for major incidents, ensuring timely engagement of appropriate stakeholders and technical teams.
• Perform impact assessments, severity classification, and incident prioritization to ensure effective response execution.
• Drive production fixes, workarounds, and mitigation plans required to restore services.
• Assemble and lead Incident Response Teams (IRT) across Engineering, Cloud Operations, Infrastructure, DevOps, and Support functions.
• Initiate, facilitate, and manage incident bridge calls, ensuring clear accountability, ownership, and progress tracking.
• Remove operational roadblocks and maintain resolution momentum throughout the incident lifecycle.
• Provide timely, accurate, and structured communications to customers, leadership teams, and internal stakeholders.
• Ensure communication consistency across customer notifications, management updates, bridge calls, and service status channels.
• Manage communications for high-impact incidents affecting strategic customers and business-critical operations.
• Own customer-facing status page updates for all major incidents.
• Publish clear incident updates outlining customer impact, affected services, mitigation activities, and recovery progress.
• Maintain defined communication cadence throughout incident management and restoration activities.
• Ensure alignment of messaging across all communication channels.
• Drive Root Cause Analysis (RCA) creation, review, quality assurance, and timely delivery.
• Identify recurring issues and collaborate with Product, Engineering, and Operations teams to eliminate underlying causes.
• Track corrective and preventive actions through to closure.
• Proactively monitor service health and operational alerts to identify potential service disruptions.
• Lead Daily Operations Reviews (DORs), providing updates on incident trends, risks, and operational performance.
• Analyze incident patterns and service trends to identify stability improvements and automation opportunities.
• Support enhancements in monitoring, alerting, reporting dashboards, and operational tooling.
• Maintain audit-ready incident documentation across Zendesk, Jira, RCA repositories, and reporting systems.
• Partner with Engineering, Infrastructure, Cloud Operations, Product, DevOps, and Support teams to improve service reliability and operational efficiency.
• Coordinate with external vendors and technology partners during critical incidents when required.
• Ensure accountability, ownership, and adherence to escalation processes across all stakeholder groups.
• Drive accountability throughout incident management, ensuring timely service restoration and closure.
• Participate in a 24x7 rotational on-call support model to provide uninterrupted major incident coverage.
• Foster a culture of continuous improvement, operational excellence, and customer-first service delivery.

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.

Critical Incident Manager (CIM)

Location: Pune / Hybrid

Role Purpose

As an Critical Incident Manager (CIM) , you will lead the end-to-end management of business-critical and high-visibility production incidents, ensure rapid restoration of services and minimizing customer impact. You will direct incident response activities, coordinate cross-functional teams, and drive effective communication strategies throughout the incident lifecycle.

The successful candidate will be responsible for owning and managing P1/P2 incidents, ensuring timely resolution within SLA commitments, driving structured incident governance, and maintaining alignment between technical teams, business stakeholders, and customers.

This position will be responsible for incident management, stakeholder communication, operational governance, root cause analysis, and continuous service improvement. The focus will be on ensuring operational resilience, maintaining customer trust, improving service reliability, and driving proactive incident prevention initiatives in line with Accelya's global business strategy, values, and mission.

Duties & Responsibilities:

Incident Ownership & Lifecycle Management

Incident Coordination & Bridge Management

Stakeholder & Customer Communication

Status Page & Customer Transparency

RCA & Problem Management

Monitoring, Governance & Continuous Improvement

Cross-Functional Collaboration

Operational Excellence

Required Experience & Skills