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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 Detection & Reporting:
Monitor and review incident reports from multiple sources, including IT systems, monitoring tools, and user-reported incidents.
Ensure that all incidents are logged in the incident management system with accurate information, including impact, urgency, and priority.
Proactively identify recurring issues and escalate them to relevant teams for investigation and resolution.

Incident Classification & Prioritization:
Classify and prioritize incidents based on their severity, business impact,



and urgency in accordance with predefined SLA (Service Level Agreement) criteria.
Work with service desk teams and technical support teams to ensure appropriate categorization and prioritization of incidents.
Ensure that high-priority incidents are immediately escalated and addressed to minimize operational impact.

Incident Resolution & Coordination:
Coordinate and collaborate with internal IT teams and external vendors to resolve incidents promptly.
Follow established incident management processes and workflows to ensure that all incidents are resolved within agreed timelines and SLAs.
Communicate incident status updates to relevant stakeholders, ensuring transparency and clarity throughout the resolution process.

Root Cause Analysis & Problem Management:
Conduct preliminary investigations of recurring or critical incidents to identify root causes and work with the problem management team to prevent f

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📌 Specialist - Incident Management (Bogotá)
🏢 Accelya
📍 Bogotá