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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 Management: Manage the end-to-end process for incident logging, categorization, prioritization, investigation, and resolution. Ensure incidents are resolved within agreed-upon SLAs.

Root Cause Analysis: Collaborate with technical teams to conduct root cause analysis for high-impact incidents and identify preventive measures to avoid recurrence. Ensure documentation of root causes and resolutions.

Communication & Escalation: Serve as the primary point of contact for incidents, providing updates to stakeholders (end users,



management, technical teams) throughout the lifecycle of an incident. Ensure appropriate escalation procedures are followed for unresolved or high-priority incidents.

Incident Documentation: Ensure that all incidents are accurately documented in the incident management system (e.g., ServiceNow, Remedy). Track and report on incident status, resolutions, and trends.

Service Level Agreement (SLA) Monitoring: Monitor incident resolution times to ensure compliance with SLAs. Report on SLA adherence and identify opportunities for improvement in response times and resolution quality.

Incident Triage & Prioritization: Assess the severity and impact of incidents to prioritize actions effectively. Ensure high-priority incidents are addressed immediately and appropriate resources are allocated for resolution.

Collaboration with IT Teams: Work closely with technical teams, including network, infrastr

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📌 Senior Analyst (Bogotá)
🏢 Importante empresa
📍 Bogotá