Sr IT Operations Analyst

Sabre is a technology company powering the global travel industry with next-generation solutions. This Sr IT Operations Analyst role drives efficiency in incident management, including identification, prioritization, resolution, and escalation. Responsibilities involve monitoring process performance, facilitating post-mortem meetings, ensuring accurate incident recording, and participating in disaster recovery testing. The analyst will also analyze IT incidents to prevent future occurrences and contribute to policy development, acting as a focal point for incident management issues and ensuring effective communication with stakeholders.

Must Have

• Develop and maintain the Incident Management System.
• Identify all incidents and match against incidents with workarounds.
• Resolve incidents as quickly as possible.
• Prioritize incidents in terms of impact and urgency.
• Escalate incidents to other teams for timely resolution.
• Monitor the performance of incident management processes and continuously improve.
• Facilitate post mortem meetings and ensure action items are carried out.
• Ensure incident details are accurately recorded in tracking system.
• Participate in regularly scheduled Disaster Recovery testing.
• Attend infrastructure and/or application turnover sessions.
• Facilitate management teleconference bridges and provide regular incident notifications.
• Update incident records with appropriate data including business impact and resolution details.
• Understand regulatory impacts and reporting based on regulation requirements.
• Perform an analysis of IT incidents to proactively prevent further occurrences.
• Contribute to the development and revision of relevant policies, frameworks and processes.
• 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.
• Provide relevant and useful management information.
• Ensure effective communication to work collaboratively with relevant parts of the business.
• Ensure major incidents and planned/proactive tasks are correctly prioritized and delivered.
• 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 problem management.
• Knowledge of ITIL standards and the principles of service support and delivery.
• Analytical skills and a structured methodical approach towards statistics and trend analysis.
• Understanding of Cloud environment (GCP\AWS\Azure) and infrastructure.
• Experience working in a service provider or technology support environment.
• 5+ years of experience in ITSM Roles.
• Experience with ITIL process ownership and design.

Good to Have

• Relevant qualifications, preferably with a technical bias e.g. electronics, computer science.
• A keen interest in information technology, its development and application.
• 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 communicating with stakeholders using appropriate language suitable for the technical understanding of the audience.
• 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.
• Ability 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.
• Ability to work in a manner in keeping with company values.

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.