Engineer I - Internal IT

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.
Job Title : Engineer I - End User Technology Operations,
Location :Pune - Onsite
Role Purpose
As Engineer I - End User Technology Operations at Accelya, you will support end-user computing operations, device lifecycle management and IT service desk support activities, maintaining infrastructure services and contributing to the reliability and security of our enterprise IT environment across 10 global offices.
Duties & Responsibilities
Provide day-to-day operational support and maintenance for end-user computing operations, device lifecycle management and IT service desk support, resolving incidents and service requests within agreed SLAs
Monitor end-user computing operations, device lifecycle management and IT service desk support health using observability tools, escalating anomalies to senior engineers
Use ServiceNow AI or equivalent, Microsoft Copilot and Claude/ChatGPT or equivalent for AI-powered IT service desk automation, intelligent incident resolution and self-service IT support to accelerate routine administration, documentation and incident investigation tasks
Maintain accurate technical documentation, runbooks and configuration records for assigned infrastructure
Contribute to change management processes, implementing standard changes following documented procedures
Use generative AI (Claude, ChatGPT or equivalent, Microsoft Copilot) for technical documentation, runbook creation and incident report drafting
Participate in on-call rotation and support escalation or equivalent processes as required
Required Experience & Skills
2 years of experience in End User Technology Operations or a closely related IT infrastructure role
Good foundational knowledge of Microsoft Intune, Azure AD/Entra ID, ServiceNow ITSM, remote support tools and ITIL-aligned IT service desk operations
Understanding of ITIL service management principles and incident/change management processes
Strong problem-solving, documentation and communication skills
Bachelor's degree in computer science, IT, or a related field; relevant entry-level certifications preferred
Preferred Experience & Skills
Experience using ServiceNow AI or equivalent, Microsoft Copilot and Claude/ChatGPT or equivalent for AI-powered IT service desk automation, intelligent incident resolution and self-service IT support for AI-assisted infrastructure management, documentation and incident investigation
Familiarity with AWS cloud services relevant to Accelya's AWS partnership
Use of generative AI (Claude, ChatGPT or equivalent, Microsoft Copilot) for runbook creation, technical documentation and incident analysis
Awareness of how AI is transforming IT operations including AIOps, intelligent monitoring and automated incident resolution
Experience using Microsoft Copilot for Microsoft 365 and AI-powered self-service tools to reduce IT support contacts and improve end-user productivity
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!

Work arrangement
Hybrid