Sr IT Operations Analyst

1 Month ago • 2-4 Years

Job Summary

Job Description

The Sr IT Operations Analyst manages or performs work associated with the analysis, design, implementation, operation, deployment, and support of the organization's information technology resources. This includes computer hardware, operating systems, communications, software applications, data processing, and security. The role involves developing IT strategies, policies, and plans, training users, and participating in telecommunications network planning and operations. The Incident/Problem Manager is responsible for the command and control of significant incidents, ensuring that service is restored as quickly as possible. Incident managers provide updates and act as liaison between the customer and the internal incident bridge, while communicating to both internal and external stakeholders. The role also involves tracking activities, facilitating incident bridges, coordinating with various teams, maintaining incident tickets, conducting follow-ups, and executing the incident management process.

Must have:

Track activities to resolve business impact
Facilitate and participate in incident bridges
Participate in customer bridges
Coordinate with SRE, Care, Dev, etc.
Maintain incident tickets
Conduct follow ups with SRE teams
Execute the enterprise Incident Management process
Effectively interface with the Change and Problem Management Teams

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Job Details

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.

Job Overview Manages or performs work associated with analysis, design, implementation, operation, deployment, and support of the organization's information technology resources (including computer hardware, operating systems, communications, software applications, data processing and security), telecommunication systems, and software/database products by internal staff, outsourcing staff, or consultants. Activities include developing information technology strategies, polices and plans; maintenance and use of information technology resources; training and supporting technology users; telecommunications network planning, operations and site acquisition; programming software/database products for sale to external customers; developing pc, online, and mobile games; and internet product management & operations.

Job Level Attributes Complexity: Developing professional expertise, applies company policies and procedures to resolve a variety of issues.

Experience: 4 year degree/post 4 year degree, and typically 2 - 4 years of related experience; or an advanced degree without experience; or equivalent work experience

Impact: Decisions and actions have impact on success of team or department.

Influence/ Leadership:Typically supports and contributes to a professional field within a team, function, or work group.

Scope: Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.

Supervision: Typically none.

External And Internal Job Posting Description

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

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.