Manager - IT (Loyalty)

Date: 12 May 2023

Location: Gurgaon

Company: TATA SIA Airlines Limited

Job Overview

The ideal candidate is expected to act as the conduit amongst Vistara Business teams, Vistara IT teams and the service/solution providers to deliver the expected business outcome in alignment of organization objectives. This role demands an active collaboration and partnership with Vistara Business teams and Vistara Business partners to ensure adherence to all aspects of IT delivery. Experience with airline business processes, the customer loyalty programs (aviation or retail) and IT delivery lifecycle is mandatory.

Key Responsibilities 1

  • Implement and manage international airline and global aviation alliance partnerships including procedural set up and maintenance
  • On boarding of new partners (airline and non-airline) and implement technical integrations
  • Facilitate technical integrations using APIs, SFTPs and other internal systems
  • Monitoring of technical issues related to existing partnerships and resolve and file failures
  • Develop thorough understanding of business functions, business objectives and system/solution needs
  • Conduct business analysis using well defined and structured approaches and propose potential solutions
  • Elicitation of requirements (Brainstorming, Document Analysis Interface Analysis, Observation, Requirements Workshops etc.)
  • Create/maintain the work pipeline, priorities, and delivery schedule, reprioritize and refine as needed
  • Maintain ROI/business impact for each of the requested change or enhancement, priority, and criticality of the requirement, prioritize features by business value
  • Accept/Reject the work done in each delivery basis of quality, usability, functionality etc. through testing, reviewing test results, attending a demo etc.
  • Support business & Vendor through go-live process and a play key role in promoting solution adoption, while ensuring adequate post deployment support
  • Independently plan and Drive RTB (Run the Business) and CTB (Change the Business) cost management

Key Responsibilities 2

  • Deploy your core skills (Particularly Project Management) to lead the initiative with governance and control, track progress, report on SLAs and KPIs regularly
  • Drive effective change management via change impact analysis and change readiness assessment
  • Manage Supplier teams, remove the road blocks by engaging with business SMEs, technical leaders and product owners, to ensure delivery of end to end use cases and journeys
  • Champion Lean-Agile practices and mindsets by encouraging and supporting enterprise Agile maturity progression
  • Work with multi-disciplinary cross functional teams with a high degree of problem solving and decision making skills, to always ensure business as usual
  • Collaborate with Business stakeholders to identify opportunities for increasing operating efficiencies
  • Engage with business on regular basis to seek feedback and facilitate continuous improvement
  • Bring an integrated approach towards business and IT engagement

Skills & Attributes

  • Middleware technologies, APIs and microservices (SOAP, REST, Jason & XML formats)
  • Non-functional requirements like Scalability, Availability, Redundancy, Reliability, Supportability etc.
  • MQSeries, File exchanges and related protocols
  • End to end knowledge of loyalty management system and partner related set ups and functionality
  • In depth knowledge of GDS for, redemptions, fare basis, tax components and other aspects related to FFP
  • Expertise in all aspects of system analysis, design, development, maintenance, deployment, change control and production support in Java technology stack
  • Understanding of business analysis practices (as is, to be, ROI, NPV, POC etc.)
  • Technical aptitude with a high degree of problem solving, decision making, analytical & critical thinking skills
  • Working knowledge of a vendor customer based environment and hands on capability with contractual aspects of such engagements such as MSA, SOW, SLAs , Metrics, budgeting and utilization etc.
  • Exceptional communication skills - verbal, written, listening and presentation, including business narratives and storytelling

Work Experience

  • 8 to 10 Years of experience in IT Industry with at least 5+ years of Airlines IT/Customer loyalty system, specifically partnership integration


  • BE/ B Tech (IT/ Computer Science) or MCA/ M. Sc. Computer Science & Engineering or MBA in IT management
  • Working knowledge on multiple frameworks such as PMP, Prince2, CMMi, Agile/Scrum/ITIL
  • Certifications for BA or PO will be an added advantage


  • Gurgaon


All Vistara employees are required to be fully vaccinated against COVID-19