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System Support Analyst

India - Haryana - Gurgaon

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System Support Analyst

Egencia, an Expedia, Inc. Company is seeking a System Support 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.


What you’ll do: 

  • 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 SLA’s

  • 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

Who you are: 

  • 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, Salesforce.com), 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.   

  LI-SM1

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Expedia 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.
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R-61883

Job Category
Information Technology Group

Job Function
Systems

Location
India - Haryana - Gurgaon

Job Type
Full-Time Regular

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