Urwah Admin

Sabre

<div><div>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.</div><div></div><div>
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.</div><div></div><div>
Simply put, we connect people with moments that matter.</div><div></div><div>
Drive efficiency and effectiveness of the incident management process</div><ul><li>Develop and maintain the Incident Management System including:</li></ul><div>
o Identifying all incidents</div><div>
o Matching incidents against incidents with workarounds in place</div><div>
o Resolving incidents as quickly as possible</div><div>
o Prioritizing incidents in terms of impact and urgency</div><ul><li>Escalating incidents to other teams as necessary to ensure timely resolution</li><li>Monitor the performance of incident management processes and seek to continuously improve the process</li><li>Facilitate post mortem meetings and ensure that action items regarding Incident Management are effectively carried out</li><li>Ensure that incident details are accurately recorded in incident tracking system</li><li>Participate in regularly scheduled Disaster Recovery testing</li><li>Attend infrastructure and/or application turnover sessions to maintain an end to end understanding for incident resolution</li><li>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.</li><li>Update incident records with appropriate data including business impact, application affected and relevant details regarding incident resolution.</li><li>Understand regulatory impacts and reporting based on regulation requirements</li><li>To perform an analyze of IT incidents in order to proactively prevent the occurrence of further incidents and problems</li><li>To contribute to the development and revision of relevant policies, frameworks and processes</li><li>To communicate and manage expectations during incident resolution and act as a point of escalation</li><li>Ensure timely and appropriate communication with involved parties</li><li>Be the focal point for all incident management issues</li><li>To provide relevant and useful management information</li><li>Ensure effective communication to work collaboratively with relevant parts of the business, and ensure knowledge and best practices are shared to optimize performance</li><li>Ensure that major incidents and planned/proactive tasks are correctly prioritized and delivered in accordance with those priorities</li><li>Lead the investigation of incidents through proactive trend analysis and monitoring</li><li>Contribute to the development of the service management tool</li><li>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</li><li>Other duties as assigned.</li></ul><div></div><div>
Knowledge</div><ul><li>Knowledge of ITIL standards and the principles of service support and delivery</li><li>Analytical skills and a structured methodical approach towards statistics and trend analysis</li><li>Relevant qualifications, preferably with a technical bias e.g. electronics, computer science, and/or demonstrable practical experience</li><li>A keen interest in information technology, its development and application</li></ul><div>
. Understanding of Cloud environment (GCP\AWS\Azure) and infrastructure</div><ul><li>Knowledge and understanding of multi-media/cross platform production and associated delivery systems.</li><li>Knowledge and understanding of personal computers, servers, IT systems and networks in a corporate enterprise infrastructure</li></ul><div>
Experience</div><ul><li>Experience working in a service provider or technology support environment</li></ul><div>
. 5+ years of experience in ITSM Roles</div><ul><li>Experience communicating with stakeholders using appropriate language suitable for the technical understanding of the audience</li><li>Experience with ITIL process ownership and design</li></ul><div>
Skills &amp; Behaviors</div><ul><li>An ability to act quickly, pragmatically and assertively under pressure to prioritize and resolve technical issues.</li><li>Familiarity and empathy with the needs of support teams including an awareness of pressures and deadlines.</li><li>Self-motivated to initiate, originate action and be responsible for consequent decisions.</li><li>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.</li><li>To work in a manner in keeping with company values.</li></ul><div></div><div>
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.</div><div></div><div>
Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.</div><div></div>
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Sr IT Operations Analyst

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Sabre

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Sr IT Operations Analyst