Incident & Problem Manager

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.

Team Description

The Incident/Problem Manager is responsible for the command and control of significant incidents, ensuring that restoration of service is achieved as quickly as possible. In addition Incident managers join customer bridges to provide updates and act as liaison between the customer and the internal incident bridge, while communicating to both internal and external stakeholders.

Role and Responsibilities:

• Tracking of activities to resolve business impact
• Facilitation of and participation in incident bridges to ensure effective incident handling and resolution
• Participation in customer bridges
• Coordination with SRE, Care, Dev, etc to determine business impact and mitigation actions.
• Maintenance of incident tickets to ensure data quality
• Conduct follow ups in conjunction with SRE teams to determine root cause, mitigation, monitoring capabilities, etc
• Execution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are being resolved timely.
• Metrics and Reporting Hand off to, and participate in, the Post­ Mortem review process
• Effectively interface with the Change and Problem Management Teams.
• Conduct proactive incident management, ad hoc Incident Management assignments, and other IT Service Management tasks as required to maintain operational stability

Qualifications and Education Requirements:

• Advanced level of English both verbal and written
• Incident management experience is highly valued
• Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
• Excellent written and verbal communication skills, especially the ability to communicate on infrastructure, security, and risk­related concepts to technical and non­technical audiences
• Ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization
• Strong organizational skills –the ability to handle multiple tasks simultaneously
• ITIL Foundations certification preferred
   

Benefits

• Work in modern Zonamerica campus alongside all the amenities it has to offer!
• Annual Performance bonus plans
• Development opportunities in country or globally
• We offer a competitive private health insurance for employees and eligible children 
• Extra Paid Time Off (5 extra days each year) 
• 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers) 
• Daily meal allowance
• End of Year Break 
• Life Insurance 
• Corporate Social Responsibility opportunities
• Recognition and acknowledgement programs
• Fun employee engagement and development events

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.