Sr IT Operations Analyst

Incident Management Specialist

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Simply put, we connect people with moments that matter.

Responsibilities

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
• Ensure that incident details are accurately recorded in incident tracking system
• 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.
• Update incident records with appropriate data including business impact, application affected and relevant details regarding incident resolution.
• 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
• 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 timely and appropriate communication with involved parties
• Be the focal point for all incident management issues
• To provide relevant and useful management information
• 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
• Lead the investigation of incidents through proactive trend analysis and monitoring
• Contribute to the development of the service management tool
• Contribute to the design and implement appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
• Other duties as assigned.

Knowledge

Knowledge of ITIL standards and the principles of service support and delivery

Analytical skills and a structured methodical approach towards statistics and trend analysis

Relevant qualifications, preferably with a technical bias e.g. electronics, computer science, and/or demonstrable practical experience

A keen interest in information technology, its development and application

Understanding of Cloud environment (GCP/AWS/Azure) and infrastructure

Knowledge and understanding of multi-media/cross platform production and associated delivery systems.

Knowledge and understanding of personal computers, servers, IT systems and networks in a corporate enterprise infrastructure

Experience

Experience working in a service provider or technology support environment

5+ years of experience in ITSM Roles

Experience communicating with stakeholders using appropriate language suitable for the technical understanding of the audience

Experience with ITIL process ownership and design

Skills & Behaviors

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.

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses.

Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.