• System Support Analyst Jobs in Gurgaon,India - 25135904

  • EXPEDIA

Job Description:

System Support Analyst

India - Gurgaon

Expedia

Job TItle System Support Analyst

Egencia, an Expedia, Inc Company is seeking a System Analyst for their Technical Support Team which is an integral part of the Egencia Product Development team that interfaces with all other teams across Expedia

Our mission is to

- Provide technical support
-Help improve our products
-Communicate effectively with our technical, business and external stakeholders
-Partner with the development teams to build products with supportability and stability features
-Provide customer feedback back into the product development teams and be the voice of the customer

- Commitment to Service Excellence, Quality Standards and Continuous Improvement

We provide support on technical issues and identify opportunities to continuously improve our products This may also require core code changes in order to resolve the problem We also partner with the Program Management, Development and Testing teams to prioritize and resolve these issues

Responsibilities

The Egencia Global Support team is looking for a talented Technical Support Engineer in Gurgaon, India location to provide support and technical expertise for our industry leading corporate travel platform Corporate travel is a dynamic and evolving space and we need someone to help support the features and services for business travelers and travel managers from a technical and functional perspective You will be troubleshooting for issues at the functional level as well as in the GDS systems, APIs as well as the UX level You will be working closely with Support team members sitting in NA and plan for daily handovers for an uninterrupted support
Core responsibility includes providing technical assistance related to the Global Egencia Web Sites or backend and financial systems to Travel Consultants, Customer Service, Account Managers, Sales and other internal Egencia teams on live site issues You will be expected to escalate issues to the appropriate development teams, log bugs, and help with prioritization based on business impact and follow up when issues are found that may require code changes

You will be required to support Live site incidents/outages and work along with global Dev, IT and 3rd party teams to resolve the issue as well as tracking post incident analysis in detail
Close interaction with the global support team is required to implement a global, follow-the-sun support model along with case routing, workforce co-ordination Work on cases in the incident management system is also a core part of the job

The following is a list of day to day responsibilities however not limited to the below list

Queue management of cases and timely resolution (within SLA) of technical cases escalated to the team
Troubleshoot live site issues, engage appropriate parties, and drive through to resolution
Generate and present metrics, reports, and define and distribute SLAs
Document and fine-tune team processes
Oversee the Front Office system for stability, uptime, and troubleshoot for issues as encountered
Should be flexible with working in shifts on need basis
Work closely with Support team in NA , plan a handover on daily basis
Bug management by opening relevant bugs with appropriate level of technical information and prioritization to yield bug fixes
Participate in triage with the product teams as well as the business teams
Run communication cadence with key stakeholders to keep them abreast of any issues
Manage expectations of key features and capabilities from a fix perspective
Analyze data from the incident management system and understand trends, patterns and act on it
Other responsibility also includes overseeing the flow of information from internal customers all the way to product development teams and ensuring high impact issues are addressed in a timely manner with agility
Participate and run key meetings with the global team and look at patterns, trends and work proactively to address case volume reduction via process changes, product changes or implementing self-service within the user community
Stay abreast of technology advancements bringing focus to those that will benefit Expedia
Interact with customers, business stakeholders, product development teams and peers to share information and help leadership improve cross-departmental processes
Work with Product Development team to influence supportability architecture and influence designs to include instrumentation for supportability
Manage expectations of key features and capabilities from a fix perspective

Qualifications Requirements

Bachelor of Engineering/Science degree preferred from accredited college/university or equivalent exp required
At least 3-6 years of experience in providing technical Application level support or Travel Industry Support background will be given preference
Ability to write complex SQL Queries and good understanding of web technologies, work in a fast paced environment and manage multiple issues simultaneously
HTML/ASP skills and other programming skills along with administration of Sales force would also be a plus
Prior experience with Microsoft Dynamics Navision, Oracle, Sabre, Worldspan and Amadeus is a plus and highly desirable
Knowledge of ITIL methodologies will be a big plus
Incident Management, Application user skills at an intermediate level (Service Now, Salesforcecom), Strong Technical troubleshooting and communication skills, knowledge of SDLC, SCRUM, Agile methodologies, Sharepoint and Microsoft Office is required
Organizational savvy with strong communication and interpersonal skills
Utilize impact and influence skills to drive changes, and consensus across organizations
Prior experience with technical support queue resolution and ability to troubleshoot web based technical problems in a 2-3 tiered architecture is a must have

Why Join Us

Expedia Group recognizes our success is dependent on the success of our people We are the worlds travel platform, made up of the most knowledgeable, passionate, and creative people in our business Our brands recognize the power of travel to break down barriers and make peoples lives better that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so

Whether youre applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach We relentlessly strive for better, but not at the cost of the customer We act with humility and optimism, respecting ideas big and small We value diversity and voices of all volumes We are a global organization but keep our feet on the ground so we can act fast and stay simple Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you

Our family of travel brands includes Brand Expedia, Hotelscom, Expedia Partner Solutions, Vrbo, Egencia, trivago, HomeAway, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentalscom, Expedia CruiseShipCenters, Classic Vacations, Traveldoo, VacationRentalscom and SilverRail

#LI-FK1

Expedia is committed to creating an inclusive work environment with a diverse workforceAll qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age

Full time

R-49076

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 18th May 2020

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