Job Description
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.
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.
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.
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.
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