Req ID: 47488
Job Family: Information Technology/Software Development
Sabre is the global leader in innovative technology that leads the travel industry. We are always looking for bright and driven people who have a penchant for technology and want to hone their skills. If you are interested in challenging work, being part of a global team, and solving complex problems through technology, business intelligence and analytics, and Agile practices - then Sabre is right for you! It is our people who develop and deliver powerful solutions that meet the current and future needs for our airline, hotel, and travel agency customers.
Senior Operations & Tech Support - Global Operations
Did you know that our cutting-edge technology is used by more than 1 billion people around the globe? Did you know that Sabre processes approximately 85,000 transactions per second for the largest industry in the world - travel and tourism? Now that we have your attention, Sabre is an innovative technology company that leads the travel industry by helping our customers (and employees) succeed. We are looking for forward-thinking, creative people who take ownership of results and make things happen. If this sounds like you, consider joining our team.
The OCC Global Operations Team will play a key role in support all of Sabre's cutting-edge platforms that support over 85,000 transactions per second. The OCC Global team is the first line of support for all Sabre platforms worldwide.
Provide first-line investigation and diagnosis of all Incidents and Service Requests
Provide timely response to all incidents, outages and performance alerts
Handling L1 monitoring and alert escalation including initial triage and assign tasks as per KB.
Works on day-to-day activities following documented work instructions with pre-defined process and procedures and operational tasks as documented in KB
Co-relate 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
Minimum 2- 4 years related experience in Command Center or NOC environments
Knowledge in monitoring tools like Splunk, Zabbix, AppD
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
EDUCATION: Bachelor's degree or equivalent and 2-4 years of similar work experience.
Sabre is a technology company that provides global travel and tourism industry solutions.