Orawan Charoensukmongkol
Miramar
Summary
Dynamic Incident Manager with a proven track record at Accelya, excelling in incident response management and root cause analysis. Skilled in SQL and cross-functional collaboration, I have successfully implemented best practices that enhanced operational efficiency and stakeholder communication, ensuring compliance with service level agreements while fostering team engagement.
Overview
27
27
years of professional experience
3
3
Certification
Work History
Incident Manager
Accelya
Miami
11.2021 - 08.2025
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Managed incident response processes to ensure timely resolution of service disruptions.
- Coordinated cross-functional teams to address critical incidents effectively.
- Acted as a liaison between internal teams and external vendors when needed.
- Performed root cause analysis to determine underlying causes of incidents.
- Identified potential risks and created plans to mitigate them
- Facilitated post-incident reviews to share learnings with stakeholders and enhance procedures.
- Trained team members on incident management tools and communication protocols.
- Reviewed service level agreements to ensure compliance during incident handling processes.
- Created, updated, and tracked incident tickets using a ticketing system.
- Built relationships with customers to understand their needs and expectations regarding incident resolution.
- Facilitated communications between technical teams during major outages or disruptions.
- Met with users, vendors and technicians to determine computing requirements.
- Managed the lifecycle of all service requests from initial submission through closure.
- Collaborated with other departments on cross-functional projects impacting incident management processes.
- Understand the SDLC and release process from code through development, test, and production environments
- Work with the project manager and the release team to manage the patches and emergency fixes when necessary
- Provides weekly status reports and communicates with the customer and the leader
- Learned and adapted quickly to new technology and software applications.
Senior Data Analyst
Amadeus North America
Miami
05.2015 - 06.2020
- Provided Data Analysis support to Airlines, Amadeus Local Organizations in various regions, Hospitality industry, Travel Providers like Expedia, Amex, including Data Extraction from SQL (Query customized to each requirement), Data reporting in Excel, Data clean-up, and Massive update via Amadeus Security Management (ASM), in the production environment
- Implemented Merge Organization using reporting tool and massive update in (ASM) for Avianca Airlines
- Coordinated with several departments such as Ops team, developer, and product manager for data migration from DB2 (IBM) to Amadeus Security System (SQL database). Tasks included massive upload, update, clean-up data in a production environment
- Delivered Training workshops (ASM) to Amadeus staff and customers such as Avianca Airlines, SMC Bogota
- Responsible for troubleshooting, investigation, and fixing the issue in the security application, including API/WBS configuration
- Handled oncall assignments to support customers
- Contact: Thibault Mirlet (BKK) - +662 6195436
Sr. Data Analyst
Amadeus Asia
Bangkok
11.2006 - 04.2015
- Executed Data Migration from the Korean market to the Amadeus system. Analyst data using the database (DB2) and Excel and do massive updates in Script Server
- Implemented more than 20 Airlines Migration projects such as Air France-KLM, TAP Portugal, Air Caribes, etc. to the Amadeus system and to apply more products like Altea Reservation, Altea Inventory, Altea Departure Control, etc.
- Lead the team for the project of Amadeus Password Protection Program for Global Travel Agencies. Analyst data, Pilot test, and manage massive updates in production by phases
- Creating documents for process and procedure in drop box and Share document to team
- Processed daily Global End User Maintenance and data correction using Script Server, VM ware, and analyst data using the database (DB2)
- Processed the request and investigated the incident within SLA through Win@proach and CRM
- Contact: Alejandro DE FERRARI - Department Responsible Tel. +662 6961626
Airport Commercial Agent
Air France
Bangkok
11.1997 - 10.2006
- L'agent 1 (monitor flight in Customer management area) using AF application (Gaetan)
- Reservation and ticketing using Amadeus Reservation System
- Contact: Andre Loyal, Andoo Premprung - (All retired)
Travel Agent
World Travel Services
Bangkok
10.1996 - 10.1997
- Representative for Thomas cook customer
Education
Master of Business Administration (MBA) -
Asian Institute of Technology (AIT)
Pathumthanee, Thailand05.2005
Bachelor of Arts -
Silpakorn University
Bangkok, Thailand03.1996
Skills
- SQL
- Tableau
- XML
- Python for Data Science
- Data analysis
- Data Visualization
- MS Office
- API/WBS
- Jira
- Confluence
- OpenSearch
- Zendesk
- Win@Proach
- Amadeus LSS, Reservation and DCS
- Incident prioritization
- Incident response management
- Root cause analysis
- Incident documentation
- Stakeholder communication
- Service level compliance
- Cross-functional collaboration
- Process improvement
- Team engagement
- Attention to detail
Certification
- Data Science with SQL and Tableau Cornell Certificate Program (2021-06 - 2021-08)
- Python for Data Science Cornell Certificate Program (2020-09 - 2021-03)
- ITIL Foundation Certificate in IT Service Management (2013-11)
Languages
Thai Native or Bilingual Proficiency, English Professional Working Proficiency, French Limited Working Proficiency
Languages
English
Advanced (C1)
C1
French
Intermediate (B1)
B1
Thai
Proficient (C2)
C2
References
References available upon request.
Timeline
Incident Manager
Accelya
11.2021 - 08.2025
Senior Data Analyst
Amadeus North America
05.2015 - 06.2020
Sr. Data Analyst
Amadeus Asia
11.2006 - 04.2015
Airport Commercial Agent
Air France
11.1997 - 10.2006
Travel Agent
World Travel Services
10.1996 - 10.1997
Master of Business Administration (MBA) -
Asian Institute of Technology (AIT)
Bachelor of Arts -
Silpakorn University
Similar Profiles
Giovani LabradorGiovani Labrador
Jr. Cloud Network Security Engineer at AccelyaJr. Cloud Network Security Engineer at Accelya
Nikhil NaikNikhil Naik
Specialist Scrum Master at AccelyaSpecialist Scrum Master at Accelya
Jenicia MascarenhasJenicia Mascarenhas
Business Operations Associate at AccelyaBusiness Operations Associate at Accelya
Carina GonzalezCarina Gonzalez
Substitute Teacher at Kelly EducationSubstitute Teacher at Kelly Education
Crystal OkpoyoCrystal Okpoyo
RIS Systems Analyst at ABC Medical ImagingRIS Systems Analyst at ABC Medical Imaging