Queue management of cases / tickets and timely resolution (within defined objectives) of technical issues escalated to the team. Troubleshoot live site issues, engage appropriate parties, and drive through to resolution.
Generate and present metrics, reports of achieved metrics. Define, develop and maintain artifacts like technical design or partner documentation. Oversee the Front/Back office system for stability, uptime, and troubleshoot for issues as encountered
Should be flexible with working in rotational shifts. Work closely with Support team in across globe, plan a handover on daily basis.
Defect management by opening relevant defects with appropriate level of technical information and prioritization to yield defect fixes. Participate in triage with the product teams as well as the business teams.
Run communication cadence with key stakeholders to keep them abreast of any issues. Manage expectations of key features and capabilities from a fix perspective
Analyse data from the incident management system and conduct trend analysis. Oversee the flow of information from internal customers all the way to product development teams and ensuring high impact issues are addressed in a timely manner with agility.
Participate and run key meetings with the global team and look at patterns, trends and work proactively to address case volume reduction via process changes, product changes or implementing self-service within the user community.
Stay abreast of technology advancements bringing focus to those that will benefit Expedia. Interact with customers, business stakeholders, product development teams and peers to share information and help leadership improve cross-departmental processes.
Work with Product Development team to influence supportability architecture and influence designs to include instrumentation for supportability. Manage expectations of key features and capabilities from a fix perspective
Bachelor of Engineering/Science degree preferred from accredited college/university or equivalent experience required. At least 4-5 years of experience in providing technical application support for a Travel TMC, Travel industry applications or Travel technology.
Strong Travel counsellor experience along-with strong knowledge of GDS, Front end /mid - office / backend Travel tools and applications will be preferred. Prior experience with technical support queue resolution and ability to troubleshoot web based technical problems in a 2-3 tiered architecture is a must have.
Impeccable written communications skills. Ability to write complex SQL Queries and good understanding of web technologies, work in a fast-paced environment and manage multiple issues simultaneously.
ASP.NET/JAVA/Scripting skills and other programming skills along with administration of Sales force would also be a plus.
Prior experience with Microsoft Dynamics Navision, Oracle, Sabre, Worldspan and Amadeus is a plus and highly desirable .ITIL, Salesforce, AWS and other relevant certification will be a plus (or in plan to be completed).
Knowledge or experience in using a ticketing system for incident management or case management is preferred. Strong Technical troubleshooting and communication skills, knowledge of SDLC, SCRUM, Agile methodologies, SharePoint and Microsoft Office is required.
Organizational savvy with strong interpersonal skills. Utilize impact and influence skills to drive changes, and consensus across organizations. Global support experience with a high degree of personal accountability.
Highly disciplined and good time management skills. Expert problem-solving skills with an eye for detail. Ability to cope with pressure, defined objectives and goals and delivers results.
Hybrid model and Rotational shifts
