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Contributor Operations & Tech Support

Date: Jan 9, 2019

Location: Bangalore, IN, 560066

Company: Sabre

Req ID: 43053

Job Family: Information Technology/Software Development

 

Operating in 29 markets across Asia Pacific, with over 2000 local staff, serving premium top blue-chip customers in the travel industry - from travel agencies, airlines, hotels, car rentals and insurance providers. Sabre have grown our presence significantly over the years, in order to tap on the immense potential of the world’s fast growing region. Sabre’s end-to-end technologies help create a differentiated portfolio of solutions and services driven by data and insights on how travel business operates in Asia Pacific. We help our travel partners create better customer experiences, optimise business operations and enhance competitiveness. As we continue to grow in the region, our people are AND will always be our biggest asset & investment, where we continue to bring together the best talent and help them achieve their own career aspirations in a truly global company.

Job Description

Monitoring the Incident Queue & Monitoring Tools and prioritize the Incident & Comply the SLA

Categorize issues for escalation to appropriate technical teams. Communicate system owners / on call team join the operations bridge management

Provide timely response to all incidents, outages and performance alerts

Document all actions in accordance with standard company policies and procedures

Provide first-line investigation and diagnosis of all Incidents and Service Requests

Co-relate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Demonstrate proficiency in independently performing daily tasks with minimal manual errors, re-works and assistance

Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible

Commit availability as per 24x7 shift schedules and actively perform work assigned supporting high uptime requirements.

Other duties as assigned (Act as Shift Lead, if required)

Participate in Daily Ops Call / Daily Problem Call

Determines if an incident needs to be escalated according to priority and severity of issue.

Assign unresolved Incidents to appropriate Tier 2 Support Group as per work instruction or KB

Keep users informed about their Incidents’ status at agreed intervals or verify resolution with users and resolve Incidents in ITSM tools

Identify Potential Significant incident & engage IM or PM Teams for follow-up action

Review & Approve all changes in agreed time & coordinate Change implementation activity

Identify Gaps & Provide input for the process improvement plans

Participate in Daily Operations & Problem call to report on performance status and problem related updates.

Seek help when faced with challenges, train and improve on development areas

Embrace change and feedback for continuous improvements 

Owns all Incidents and Service Requests throughout the shift schedule & provide proper hand over to next shift.

Leads on day-to-day activities following documented work instructions with pre-defined process and procedures and operational tasks as documented in KB. Also do initial triage and assign as per KB.

Leads prioritization of problems, incidents, and service requests, leveraging their business understanding and technical comprehension of the issue

Initiate & lead the technical bridges for all critical Incidents

Manages communication of incidents, problems and escalations to internal and external stakeholders

Expand capabilities in one or more initiatives and demonstrate to take on greater responsibilities

Able to multi task & provide Support to multiple technical teams. Assist other team members on the floor whenever required.

In situations act as Shift/ Tech Lead & seeks Sr. Management intervention whenever required

Job Requirements

EDUCATION: Please contact your Human Resources Representative. EXPERIENCE: Minimum 3 years related experience. Proficient computer software skills; good written and verbal communication skills; ability to handle multiple projects simultaneously.

 

Sabre Corporation is the leading technology provider to the global travel industry. Sabre’s software, data, mobile and distribution solutions are used by hundreds of airlines and thousands of hotel properties to manage critical operations, including passenger and guest reservations, revenue management, flight, network and crew management. Sabre also operates a leading global travel marketplace, which processes more than US$120 billion of global travel spend annually by connecting travel buyers and suppliers. Headquartered in Southlake, Texas, USA, Sabre serves customers in more than 160 countries around the world.

 

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