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, Colombia
Scheme: Hybrid
Regular Shift: Ability to work in a 24x7 shift/on-call model.

Job Purpose
As a Critical Incident Manager, you will be responsible for managing and resolving critical P1/P2 incidents impacting production systems. You will act as the primary owner and decision-maker during major incidents, ensuring timely resolution through coordination of cross-functional teams. The role requires strong leadership in incident response, effective communication with stakeholders and customers, ownership of incident lifecycle, RCA governance, and continuous improvement initiatives.





Duties & Responsibilities
Incident Ownership & Lifecycle Management
• Manage and resolve critical P1/P2 incidents and high-priority/high-visibility incidents within SLAs.
• Act as the primary owner and escalation point, ensuring end-to-end lifecycle management (intake, investigation, escalation, resolution, and closure).
• Drive incident prioritization, impact assessment, and correct severity classification.
• Lead coordination and execution of production patches/workarounds required for critical incident resolution.

Incident Coordination & Bridge Management
• Assemble and lead an Incident Response Team (IRT) across engineering, infrastructure, cloud, and support teams.
• Initiate and manage bridge calls, ensuring structured coordination, ownership clarity, and timely follow-ups.
• Drive resolution momentum by actively engaging teams, removing blockers, and ensuring accountability.

Stakeholder & Custome

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