IT Operations Analyst III

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.

Drive efficiency and effectiveness of the incident management process

·         Develop and maintain the Incident Management System including:

o    Identifying all incidents

o    Matching incidents against incidents with workarounds in place

o    Resolving incidents as quickly as possible

o    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.

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.

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