Lead Service Delivery Engineer

Sabre; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Sabre in Bengaluru, India, seeks a seasoned Service and Support leader to drive end-to-end PNR, ticketing, IET, and EMD initiatives for airline customers. You will coordinate cross-functional teams, elicit requirements, validate scenarios, and ensure on-time delivery of complex configuration efforts.

The role demands strong English communication, stakeholder management, and hands-on experience withSabreSonic PSS and other major reservation platforms.

Qualifications

• 8+ years in airline industry with PNR, ticketing, IET/EMD experience.
• Experience leading customer-facing delivery workstreams across teams.
• Ability to document requirements and translate them into delivery plans.

Responsibilities

• Lead end-to-end service delivery for PNR, ticketing, IET, EMD, and ancillaries.
• Act as SME for airline fulfilment, advising on design and processes.
• Own discovery workshops, validate business scenarios, and define requirements.
• Coordinate activities across Product, Engineering, and Operations teams.
• Oversee test, integration validation, cutover planning, and production activation.
• Define end-to-end test coverage for booking, ticketing, and interline scenarios.
• Investigate complex issues, track actions, and communicate risks clearly.
• Maintain governance with status reporting and milestone alignment.

Skills

Airline industry experience

Delivery leadership

Requirements elicitation

Stakeholder management

Test planning & scenarios

Communication (English)

Issue analysis & troubleshooting

Tools

SabreSonic PSS

Sabre/Sabre platforms

Amadeus/Travelport interfaces

IET/EMD workflows

Job description

Service and Support General Job Description (MUST BE EDITED FOR SPECIFIC JOB POSTING):

Team Description

The service and support team maintains direct contact with customers pre-sale or post-sales or both.

Role And Responsibilities

• 8+ years of airline industry experience, including significant hands-on responsibility for Passenger Service System delivery, implementation, production support, or airline operations.
• Demonstrated experience leading customer-facing delivery workstreams, coordinating cross-functional teams, managing dependencies, and driving solutions from requirements through production readiness.
• Expert knowledge of PNR creation and servicing, including passenger, itinerary, contact, SSR, OSI, ticketing time limit, schedule change, group, codeshare, and interline scenarios.
• Strong ticketing expertise covering e-ticket issuance, display, void, revalidation, exchange, reissue, refund, involuntary handling, fare and tax application, form of payment, endorsements, and coupon status management.
• Deep understanding of Interline Electronic Ticketing (IET), including partner activation, validating and operating carrier processes, coupon control, status updates, interline and codeshare agreements, and end-to-end certification.
• Strong knowledge of Electronic Miscellaneous Documents, including associated and standalone EMDs, issuance, exchange, refund, usage, status control, interline EMD, and links between EMDs, tickets, passengers, segments, and services.
• Practical knowledge of airline ancillaries such as paid seats, baggage, meals, lounge access, priority services, flexibility products, and other optional services across booking, fulfilment, servicing, airport, and distribution channels.
• Experience with Sabre, Amadeus, Travelport, TravelSky, or comparable reservation and ticketing platforms; SabreSonic PSS experience is strongly preferred.
• Working knowledge of industry messaging and interfaces used for ticketing, IET, EMD, and ancillary fulfilment, with the ability to analyse transaction flows and troubleshoot integration or data issues.
• Proven ability to elicit and document requirements, define solution and configuration needs, prepare test strategies and scenarios, manage defects, obtain customer sign-off, and assess implementation readiness.
• Excellent written and verbal English communication skills, with the ability to explain complex airline business and technical concepts to customer, product, engineering, operations, and executive stakeholders.
• Key Responsibilities
• Lead end-to-end service delivery for PNR, ticketing, IET, EMD, and ancillary initiatives across multiple airline customers, ensuring scope, milestones, quality, and customer expectations are managed effectively.
• Act as the primary functional and technical subject matter expert for airline fulfilment, advising customers and internal teams on solution design, configuration, operational processes, and industry-aligned practices.
• Own discovery and requirements workshops, identify dependencies and prerequisites, validate business scenarios, and translate customer needs into implementation-ready requirements and delivery plans.
• Coordinate solution activities across Product, Engineering, Customer Care, Project Management, Operations, Airport, Distribution, Revenue Accounting, and third-party or interline partner teams.
• Lead PNR, e-ticket, IET, EMD, and ancillary configuration reviews, test preparation, integration validation, partner certification, cutover planning, production activation, and post-implementation support.
• Define and oversee end-to-end test coverage for booking, ticketing, exchanges, refunds, coupon control, EMD fulfilment, ancillary servicing, schedule changes, codeshare, and interline scenarios.
• Lead investigation of complex production and testing issues, analyse application and message flows, coordinate specialist teams, track corrective actions, and provide clear status and risk communications.
• Maintain delivery governance through status reporting, risk and dependency management, escalation, decision tracking, readiness reviews, and alignment with project milestones and customer commitments.
• Review release documentation and product changes, assess impacts to customer processes and integrations, and ensure operational, support, and training materials are complete and accurate.
• Deliver knowledge transfer, workshops, and training for airline and internal teams on PNR servicing, ticketing, IET, EMD, ancillary fulfilment, and related troubleshooting practices.
• Coach engineers and delivery specialists, promote reusable playbooks and quality standards, and contribute to continuous improvement across service delivery processes