AI Specialist - Service 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.  

AI Specialist – Service Management Location: Pune, Maharashtra, India

Role Purpose:

As an AI Specialist – Service Management , you will lead the design, development, and implementation of AI-driven strategies and automation initiatives that transform service management operations across partner onboarding, incident triage, troubleshooting, and knowledge management. You will drive the adoption of Agentic AI solutions to improve operational efficiency, accelerate issue resolution, and enhance the overall partner and customer support experience. This position will be responsible for building and optimizing AI-powered workflows, copilots, and intelligent knowledge systems that reduce manual effort, improve decision-making, and enable scalable service operations. The focus will be on leveraging AI technologies and modern automation tools to support onboarding teams, service engineers, and operational stakeholders. In line with Accelya’s global business strategy, values, and mission, this role will play a key part in driving innovation and operational excellence across service management functions.

Duties & Responsibilities Design and implement AI-powered onboarding assistants to accelerate partner onboarding from sandbox to production. Develop AI agents that guide partners through documentation, validation, certification readiness, and integration processes. Identify onboarding bottlenecks and integration gaps using AI-driven analytics and pattern recognition. Build intelligent triage solutions that classify incidents, recommend probable root causes, and route tickets automatically. Develop AI copilots that assist support engineers in troubleshooting API, integration, and production issues. Design and deploy multi-step agentic AI workflows capable of interpreting logs, API errors, payloads, and system diagnostics. Implement human-in-the-loop validation processes to ensure accuracy, governance, and control of AI-generated recommendations. Convert historical incidents and support tickets into structured datasets for continuous AI learning and improvement. Build and maintain AI-powered knowledge repositories to enhance self-service capabilities for partners and internal teams. Support Incident Management, Problem Management, and SLA improvement initiatives through AI-driven insights and automation. Analyze recurring defects, onboarding challenges, operational trends, and release-related incidents to recommend improvements. Collaborate with Service Management, Product, Engineering, and Customer Success teams to align AI initiatives with business objectives. Continuously evaluate and adopt emerging AI technologies, tools, and best practices to enhance service operations. Required Experience & Skills Proven experience in Service Management, Technical Support, Integration, or Operations environments with a minimum of 5 years of relevant experience. Hands-on experience designing, implementing, or utilizing AI copilots, prompt workflows, AI agents, and automation solutions. Experience working with AI platforms and tools such as Claude, Windsurf, GitHub Copilot, or similar technologies. Strong analytical and problem-solving skills, with the ability to decompose complex operational challenges into scalable solutions. Experience in incident management, ticket triage, troubleshooting, and operational support processes. Solid understanding of APIs, integrations, XML, JSON, web services, and troubleshooting methodologies. Experience working with service management platforms such as Jira, Zendesk, ServiceNow, or similar tools. Ability to leverage AI as a reasoning and decision-support partner to improve operational outcomes. Experience in building knowledge management frameworks, support automation solutions, or self-service platforms. Excellent communication, stakeholder management, and cross-functional collaboration skills. Preferred Experience & Skills Experience within the airline, travel technology, or aviation industry. Knowledge of New Distribution Capability (NDC), airline retailing, or API onboarding ecosystems. Familiarity with machine learning concepts, Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), and agentic AI frameworks. Experience working with cloud platforms such as AWS, Azure, or Google Cloud. Exposure to workflow automation and orchestration technologies. Experience driving digital transformation initiatives within service or operational environments. ITIL certification or familiarity with IT Service Management (ITSM) best practices. What do we offer? An opportunity to work on the future of the travel industry in a market-leading company driving NDC (New Distribution Capability) transformation. Open culture and challenging opportunity to satisfy intellectual needs. Flexible working hours. Smart working: hybrid remote/office working environment. Work-life balance. 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 2,000+ employees across approximately 10 global offices, Accelya is trusted by industry leaders to deliver today and innovate for the future. The company’s passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya delivers leading-edge technologies through strategic partnerships with AWS and through the pioneering NDC expertise of its Global Product teams.

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!