Job Title

Role: -Subject Matter Expert-new airline disruption management systemLocation: Pune /GurugramExp : 10+ yearsAbout the Role:We are seeking an experienced Subject Matter Expert (SME) to guide the functional requirements of a new airline disruption management system. This critical system will handle passenger re-accommodation, hotel stays, flight cancellations, and refunds during irregular operations. The ideal candidate will have extensive knowledge of airline operations, passenger experience, and disruption management processes.Key Responsibilities:1. Collaborate with other departmental airline SMEs, Architects, and development teams to define and refine functional requirements for the disruption management system.2. Provide expert guidance on industry best practices for handling various types of flight disruptions.3. Ensure the system's design aligns with a reusable flexible airline ecosystem including considerations to operational procedures, regulatory requirements, and passenger needs.4. Assist in mapping out user journeys and scenarios for different disruption events.5. Review and validate system specifications, user stories, and acceptance criteria.6. Participate in design reviews and provide feedback on proposed solutions.7. Help identify integration points with other airline systems (e.g., reservations, crew management, ground operations, DCS).8. Support user acceptance testing and provide subject matter expertise during system implementation.Required Qualifications:• Minimum 10+ years of experience in the airline industry, with a focus on passenger services, operations, or disruption management.• In-depth understanding of airline re-accommodation processes, policies, and challenges.• Familiarity with hotel accommodation procedures for stranded passengers.• Knowledge of cancellation and refund policies and processes in the airline industry.• Experience with airline IT systems, preferably in areas related to passenger services and operations.• Strong analytical and problem-solving skills.• Excellent communication skills, with the ability to explain complex concepts to both technical and non-technical stakeholders.Preferred Qualifications:• Experience with implementation or use of disruption management systems in an airline environment.• Understanding of relevant regulations (e.g., EU261, DOT regulations) governing passenger rights during disruptions.• Familiarity with IATA standards and practices related to irregular operations.• Project management or business analysis experience in the aviation sector.This is a critical role that will significantly impact our ability to effectively manage disruptions and improve passenger experience. The ideal candidate will bring a wealth of industry knowledge and a passion for solving complex operational challenges in the airline industryAbout IGT:IGT Solutions (IGT) is committed to simplify complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. Established in 1998, with 100% focus on customer experience, we are a Technology, Data & Digital services & BPM company committed to deliver innovation and business excellence for our 75+ marquee customers across the global technology sector. We have a global delivery footprint, spread across 19 centres in 11 countries, with 13,500 CX and Technology experts from 30+ nationalities. IGT is part of the Apollo group of companies (Apollo is a leading global alternative investment manager with approximately $414Bn under management)IGT's Data & Digital team collaborates closely with our customer’s business & technology teams to take solutions faster to market while sustaining quality while focusing on business value and improving overall end-Customer ExperienceOur service offerings include providing consulting / advisory & delivery services to our customers to improve synergies between business & technology by enabling latest, best practice delivery and collaboration mechanisms. These include lifecycle transformation & rapid development / technology delivery services leveraging latest technology stack across the enterprise where our services include: Data Analytics, Data Engineering, Hyper-Automation, Software Engineering, Quality Engineering (Testing), Architectural Transformations, Platform services including Cloud Computing / Transformation, Systems Integration as well as IT Operations service management deliver innovative & cutting-edge solution using best practices & expertise on Agile, DevOps, Lean as well as traditional methodologies.It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.