Critical Incident Manager - Incident Management

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 & Customer Communication

• Provide timely, structured communication to customers and internal stakeholders covering impact, ETA, progress, and next steps.

• Ensure communication is clear, consistent, and aligned across all channels during major incidents.

• Manage communication for high-visibility issues impacting key customers or business-critical flows.

Status Page Communication (Customer Transparency)

• Own and ensure high-quality Status Page updates for all P1/P2 incidents.

• Provide clear impact descriptions, affected scope, and accurate status progression (Investigating, Identified, Mitigating, Resolved).

• Maintain consistent communication cadence without update gaps.

• Ensure alignment between Status Page, customer emails, and bridge communication.

• Publish clear resolution updates including service restoration confirmation and summary.

Incident Documentation & Governance

• Ensure accurate and complete incident documentation across Zendesk, Jira, and RCA repositories.

• Maintain audit-ready records with proper traceability and ownership.

• Ensure all incident data is updated in tracking systems and dashboards.

RCA Ownership & Problem Management Alignment

• Drive Root Cause Analysis creation, review, and timely delivery.

• Ensure RCA quality, completeness, and linkage to preventive and corrective actions.

• Track recurring issues and ensure transition into problem management.

• Follow up on corrective actions and backlog items.

Monitoring & Proactive Incident Prevention

• Ensure proactive monitoring of applications and systems to detect issues early.

• Validate alerts and escalate confirmed impact based on business criticality.

• Prevent potential escalations into P1/P2 incidents wherever possible.

Trend Analysis & Continuous Improvement

• Monitor and analyze incident trends and recurring patterns.

• Identify product stability gaps and operational inefficiencies.

• Drive process improvements and support automation initiatives.

Cross-Team Collaboration

• Collaborate with IT, Engineering, Cloud, DevOps, and Infrastructure teams to improve resolution efficiency and system reliability.

• Ensure correct ownership, escalation path, and accountability across teams.

• Coordinate effectively with external vendors and partner teams when required.

Automation & Tooling Improvement

• Support or drive improvements in monitoring, alerting, and ticketing systems.

• Enhance reporting, dashboards, and automation capabilities.

• Reduce manual effort and improve operational efficiency.

Operational Governance, Reporting & Stakeholder Management

• Lead Daily Operations Reviews (DOR) or similar forums with stakeholders, ensuring clear updates on ongoing incidents and operational health.

• Highlight critical risks, blockers, and high-impact issues, ensuring proper prioritization and leadership visibility.

• Provide structured management reporting, including incident summaries, RCA insights, trend analysis, and key metrics.

• Ensure data-driven decision making through accurate reporting and dashboard utilization.

Operational Excellence & Accountability

• Maintain continuous engagement during incidents to ensure timely resolution.

• Drive closure accountability and ensure no gaps in execution.

• Operate in a 24x7 rotational/on-call model to provide uninterrupted incident coverage.

What do we offer?
• An open culture with a creative and challenging opportunity to satisfy your intellectual needs
• Flexible working hours
• Smart working: a hybrid remote/office working environment
• Work-life balance
• An excellent, dynamic and multicultural environment to work in

About Accelya
Accelya is a leading global software provider to the airline industry, powering over 200 airlines with an open, modular software platform. Owned by Vista Equity Partners, we bring together 2,000+ employees across 10 global offices. We are proud partners of AWS and pioneers in NDC expertise. Find out more at www.accelya.com

What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!