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Job Title:  Senior Operations & Tech Support

Location: 

Krakow, Malopolska Province, PL

Remote Options (if applicable): 

Req ID: 54944

Job Family: Information Technology/Software Development

 

Sabre Corporation is a leading technology provider to the global travel and tourism industry. Headquartered in Southlake, Texas, USA, Sabre operates offices in approximately 60 countries around the world. At Sabre, we make travel happen. Positioned at the center of the business of travel, our platform connects people with experiences that matter in their lives. Today, Sabre is creating a new marketplace for personalized travel. It is our people who develop and deliver powerful solutions that meet the current and future needs or our airline, hotel and travel agency customers. Join our journey! 

Job Description

 

Senior Technical Support – Open Systems

 

Plays a key role in support in the operational support of Sabre’s non-production infrastructure for cutting-edge technology platforms within Test Systems Management Operations (TSMO).  TSMO is the first line of support for all non-production Sabre platforms that monitor and mitigate potential impacts before they become an issue.  The role of this role will perform the following through observation, on the job learning and in-depth cross-training with fellow peers that provide the following for non-production environments:

 

•    Provide first-line investigation and diagnosis of all Incidents and Service Requests
•    Provide timely response to all incidents, outages, and performance alerts
•    Handling monitoring and alert escalation including initial triage and assign tasks as per Knowledge Articles.
•    Works on day-to-day activities following documented work instructions with pre-defined process and procedures and operational tasks as documented in Knowledge Articles
•    Corelate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
•    Owns all Incidents and Service Requests throughout the shift & provide proper hand over to next shift.
•    Build and update operational and technical documentation
•    Assure Operational Compliancy
•    Work in shifts with 24/7 support environment
•    Provides guidance and implements processes and artifacts for Service Strategy, Service Design, Continual Service Improvement processes
•    Analyzes existing Implementation Plans and identifies areas for improvement based on Deming Model (Plan, Do, Check, Act); Works with stakeholders to communicate ITSM vision and benefits
•    Develops strategies to eliminate gaps in service while improving efficiency and effectiveness
•    Follow up, apply, and drive the issue resolution in-case of incidents

Job Requirements

 

•    Minimum 2- 4 years related experience in Command Center or NOC environments
•    Knowledge in monitoring tools such as Splunk, Zabbix, AppDynamics, and VXray
•    Knowledge in IT Service Management and Service NOW
•    Strong background in working in a critical production support 24*7 environment.
•    Strong background in technical support and L1 monitoring.
•    Excellent written and verbal communication skills

 

Nice to have:

•    Experience with supporting platforms in SAAS environments
•    Experience with Cloud hosted applications such as AWS
•    Experience with Linux, RedHat trouble shooting
•    Experience in working with L2 technical teams and OEM vendors for support

Benefits

 

•    Profit from our VIP medical package with free travel insurance and dental care, sport medicine and life insurance and Benefit System
•    Join the tax deduction program
•    Enjoy attractive parental benefits beyond the legally required
•    Explore new technologies at our Innovation Lab (3D printer, Augmented Reality and Virtual Reality equipment, Robot construction kit, Internet of Things devices, Access to quantum computer via IBM Cloud)
•    Lift your qualifications through wide range of trainings and get technical certification reimbursement
•    No dress code, flexible working time and get additional day off
•    Recommend your friends and get a very attractive referral bonus
•    Use your car or bike to get to the office - free of charge parking lot for employees
•    Remote work  - various options

 

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process. To learn more about the people and culture at Sabre, follow us on Twitter, Facebook and LinkedIn

 

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