Team lead/ manager- service management

Accelya; Mumbai; On-site; INR 2,500,000 - 4,500,000; Full time

Benefits offered by this job

NDC exposure

Open culture

Hybrid remote/office

Multicultural environment

Job summary

Accelya is seeking a Technical Lead for Service Management in Mumbai to head a 24x7 Level 2 team. You will oversee Linux and Java based payment platforms, driving timely resolutions, cross-functional collaboration, and process improvements across IT, Infra, and Engineering.

You will coordinate deployments, guide UATs, and apply trend analysis to stabilize the product, ensuring SLAs are met while delivering scalable, robust support for airlines worldwide.

Qualifications

• 7–10 years of experience in technical support or service management.
• 3–5 years of people management experience.
• Proficient in Linux system administration and Java application troubleshooting.
• Scripting languages for automation and efficiencies.
• SQL & Informix database experience.
• Advanced knowledge of regular expressions (Regex) for log analysis & troubleshooting.
• Preferred knowledge of payments, PCI standards and SFTP.

Responsibilities

• Lead a 24x7 Level 2 team and ensure timely resolution of issues.
• Collaborate with development and infra on bugs, enhancements to optimize performance.
• Coordinate UATs and new feature deployments, ensuring smooth implementation & integration.
• Proven track record in managing and improving processes involving multiple stakeholders (IT, Infra, Engineering).
• Demonstrate value by closing P1s within SLA and reducing time to RCAs.
• Utilize incident trends to help stabilize the product.

Skills

Linux system administration

Java application troubleshooting

Scripting languages

SQL & Informix

Regex log analysis

PCI knowledge & SFTP

Job description

job Description

Technical Lead Service Management, Payments

Mumbai, Maharashtra, India

Role purpose

As a Technical Lead, you will be heading a team of 24x7 Level 2 professionals, providing technical and leadership expertise for working on issues on our Linux & Java based global payment solution platform, primarily servicing Airlines.

This team is responsible for closely monitoring customer issues, ensuring timely resolution as well as identifying the trends and working with engineering group to plug the gaps. Collaborates with cross functional global groups on a regular basis to keep the customer operations running smoothly.

Duties & Responsibilities:

• Help the team in accurate diagnosis and quick resolution of the issues
• Collaborate with development, infra teams on bugs, enhancements alike to optimize performance
• Coordinate for UATs and new feature deployments ensuring smooth implementation & integration
• Proven track record in managing and improving the processes involving multiple stakeholders (IT, Infra, Engineering etc)
• Demonstrate value by closing P1s within SLA & reducing time to RCAs
• Utilize the trend of critical incidents and contribute towards stabilizing the product

Knowledge, Experience & Skills:

• 7 - 10 years of experience in technical support or service management role
• 3 - 5 years of people management experience
• Proficient in Linux system administration & Java application troubleshooting
• Scripting languages for automation and efficiencies
• SQL & Informix database experience
• Advanced knowledge of regular expressions (Regex) for log analysis & troubleshooting
• Preferred knowledge of payments, transaction processing, payment card industry (PCI) standard and SFTP

What do we offer?

• An opportunity work on the future of travel industry in market leading company – NDC (New Distribution Capability)
• Open culture and challenging opportunity to satisfy intellectual needs
• Flexible working hours, hybrid remote/office working environment
• Excellent, dynamic and multicultural environment

About Accelya

Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers and take control of their retailing.

Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya are trusted by industry leaders to deliver now and deliver for the future.

The companys passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya are proud to deliver leading-edge technologies to our customers including through our partnership with AWS and through the pioneering NDC expertise of our Global Product teams.

We are proud to enable innovation-led growth for the airline industry and put control back in the hands of airlines.

For more information, please visit www.accelya.com