Senior Incident Management
Bangalore, Karnataka, IN
4d ago

Job Family :

Information Technology / Software Development

Sabre Corporation is a leading technology provider to the global travel and tourism industry. Headquartered in Southlake, Texas, USA, Sabre operates offices in approximately 60 countries around the world.

At Sabre, we make travel happen. Positioned at the center of the business of travel, our platform connects people with experiences that matter in their lives.

Today, Sabre is creating a new marketplace for personalized travel. It is our people who develop and deliver powerful solutions that meet the current and future needs or our airline, hotel and travel agency customers. Join our journey!

Job Description

  • Manages critical incidents to ensure consistent and effective engagement of technical teams, quality troubleshooting actions and timely restoration of service
  • Participates in severity incident troubleshooting bridge calls to ensure the proper engagement, coordination and performance of extended support teams.
  • Perform RCA coordinating with various technical teams and participate in the Problem review meetings.
  • Carries out quality communication during incidents, to both internal and external audiences, including upper management and CIO-level customer contacts
  • Responsible for updating the Problem Record, publishing RCA and preparing weekly / monthly reports.
  • Create and Manage the Continual Service Improvement plan for Incident and Problem Management.
  • Manages high-visibility customer escalations requiring immediate follow-up.
  • Oversees all critical incidents and customer requests for timely service restoration and effective post-incident follow-up.
  • Participates in the Problem Management process upon service restoration to ensure root cause is identified and remedial actions are applied.
  • Ensures effective tracking and documentation of incidents for organizational and executive review, follow-up and strategic planning.
  • Compiles information of incidents handled for reporting, analysis and continued service improvement purposes.
  • Performs post-issue trend analysis to proactively identify potential failure points at solution, system or customer-level.
  • Job Requirements

  • 5+ years of technical experience in supporting high availability solutions.
  • Proven record of high level of professionalism, maturity and successful performance as an individual contributor is a must.
  • Proven technical / functional knowledge of Sabre products, or equivalent.
  • Excellent communication skills and ability to interact professionally with a diverse group of clients and staff in difficult or conflictive situations
  • Ability to think critically, analyze, listen, clarify, solve problems and work independently.
  • Ability to multi-task under pressure.
  • Proven sense of urgency, attention to detail and high sense of responsibility
  • Bachelor’s degree with a technical orientation, or equivalent experience / responsibility.
  • ITIL certification a plus but not mandatory. Future qualification required.
  • Nice to have Skills / Experience :

  • CRM- Service Now, Salesforce
  • Knowledge in Travel Domain.
  • Knowledge in Sabre Products.
  • ITIL Foundation certification in IT Service Management.
  • 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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