Expedia is one of the largest online travel companies in the world, with an extensive brand portfolio that includes some of the world's leading online travel brands. Collectively, the Expedia Group brands cover virtually every aspect of researching, planning and booking travel. The Expedia portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury.
Accountable – owns results and drives for further development
Natural Sense of Curiosity – always looks to understand what, why, how
Data Driven – uses data to support decisions
What you'll do:
Actively monitor the health of Expedia Group systems, customer and agent facing products and related services
Actively monitor key performance indicators that may range from site reliability, resiliency & availability, contact center availability
Identify and fix disruptions for any customer or agent facing services or applications
Translate business impact on a global scale to support determination of priority for given issue
Provide reporting and analytics of service disruptions and how they impact the business including regular and ad-hoc reporting
Process daily and intraday requests for configuration and provisioning changes to our internal customers
Provide operations support during critical technology changes and incidents
Understand and follow processes and knowledge documents with integrity
Build custom alerts, dashboards and reports based on business need
Who you are:
The qualified candidate possesses 1+ year of experience in an operations role working on web technology, e-commerce products and/or contact center technology.
Flexible working ability to cover all times for support if needed in a 24x7 environment
Experience using agile work management tools such as Jira, Trello or equivalent
Critical thinking skills and logical reasoning abilities are essential for being effective in the role. Implementing the scientific method with the ability to correlate various data sources
(monitoring & reporting tools) to strengthen investigation results with multiple lines of evidence is key
A strong commitment and willingness to learn as well as share your knowledge with the team is essential to success
Ability to effectively coordinate, collaborate & influence and work with a variety of people from diverse backgrounds
Understanding of end user experiences on live sites such as Expedia.com and Agent customer management tools
Ability to apply quality customer service for global internal and external team members by phone or email
Experience in working with Application Performance Monitoring tools like Grafana, Splunk and Catchpoint
Familiarity with distributed systems in cloud, such as: AWS, Google Cloud, Azure. As well as familiarity with related tools, such as CloudWatch, CouldTrail, etc.
Coding/scripting skills to automate manual efforts is a plus
Familiarity with contact center routing methods and technologies
Local area residents only, this role does not offer relocation
Why join us:
Expedia Group recognizes our success is dependent on the success of our people. We are the world's 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 people's 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 you're 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®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, Vrbo®, Orbitz®, Travelocity®, Wotif®, ebookers®, CheapTickets®, Hotwire®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® Cruise® and SilverRail Technologies, Inc. For more information, visit www.expediagroup.com
*LI-CH1Expedia is committed to creating an inclusive work environment with a diverse workforce.All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.