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Job Title:  Contributor TEO Incident Manager

Location: 

ZonAmerica, Montevideo, UY

Remote Options (if applicable): 

Req ID: 54201

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

 

The Enterprise Technology Operations (TEO) incident team is currently looking for the right candidate to join a team that specializes in managing high end incidents across all Sabre business units, looking to drive resolution in the quickest and safest manner possible. This is a demanding role that requires strong process knowledge, quickness of thought, a strong personality, and the ability to go from 0-100 MPH at a moment’s notice. 


The role itself will include the following:

 

  • Drive efficiency and effectiveness of the incident management process
  • Develop and maintain the Incident Management System including:
    • Identifying all incidents
    • Matching incidents against incidents with workarounds in place
    • Resolving incidents as quickly as possible
    • Prioritizing incidents in terms of impact and urgency
    • Escalating incidents to other teams as necessary to ensure timely resolution
    • Monitor the performance of incident management processes and seek to continuously improve the process
    • Facilitate post mortem meetings and ensure that action items regarding Incident Management are effectively carried out 
    • Participate in regularly scheduled Disaster Recovery testing
    • Attend infrastructure and/or application turnover sessions to maintain an end to end understanding for incident resolution
    • Facilitate management teleconference bridges to determine business impact and decisions regarding next steps and provide regular incident notifications to impacted lines of business and IT Mgmt.
    • Understand regulatory impacts and reporting based on regulation requirements
    • To perform an analyze of IT incidents in order to proactively prevent the occurrence of further incidents and problems
    • Lead and manage SMEs across IT teams to find and resolve IT incidents
    • To contribute to the development and revision of relevant policies, frameworks and processes
    • To communicate and manage expectations during incident resolution and act as a point of escalation
    • Ensure effective communication to work collaboratively with relevant parts of the business, and ensure knowledge and best practices are shared to optimize performance 
    • Ensure that major incidents and planned/proactive tasks are correctly prioritized and delivered in accordance with those priorities.

 

Job Requirements

 

  • Experience working in a service provider or technology support environment
  • Experience communicating with stakeholders using appropriate language suitable for the technical understanding of the audience
  • Experience with ITIL process ownership and design
  • An ability to act quickly, pragmatically and assertively under pressure to prioritize and resolve technical issues
  • Familiarity and empathy with the needs of support teams including an awareness of pressures and deadlines
  • Self-motivated to initiate, originate action and be responsible for consequent decisions
  • To communicate clearly with a range of people at various levels of the organization and explain and discuss technical issues using a range of styles, tools and techniques
  • To work in a manner in keeping with company values.

 

PLEASE MAKE SURE YOUR RESUME IS IN ENGLISH. 

 

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 Facebook and LinkedIn.

 

This job posting comprises the law No 19691 and its decree No 73/019, which includes the people registered in the National Register of disabled people who have the skills and aptitude for the position described in the present posting.

 

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