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System Support Analyst

India - Gurgaon

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Expedia

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 Technical Support Team 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 FrontOffice 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: You’ll fit this role if you have

  • 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.   
  • Core Competencies: Impact and Influence, strong communication skills, cross team collaboration, Interpersonal awareness, and passion for technology.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

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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-37879

Job Category
Information Technology Group

Job Function
Systems

Location
India - Gurgaon

Job Type
Full-Time Regular

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