2 HotelHub LLP Jobs

We are looking for an enthusiast who can join our team as a Production Support Analyst to deliver outstanding incident management and corporate travel API support, ensuring a seamless experience for our hotel booking tool users.

Incident Management:

• Monitor, analyze, and resolve Level 1 (Sev 1) incidents with urgency and precision.Collaborate with technical teams to troubleshoot and resolve production issues effectively.

Client Support:

• Engage with corporate travel agents via weekly calls to explain, analyze, and address production issues.
• Provide guidance on the use of our hotel booking tool and API, ensuring clients have the resources needed for success.

Service Level Agreements (SLAs):

• Manage SLAs diligently to ensure timely resolution of incidents and maintain high standards of service quality.
• Track and report on incident metrics to identify trends and areas for improvement.

Documentation and Reporting:

• Prepare and deliver presentations (PPT) for client meetings, showcasing findings and solutions.
• Maintain comprehensive documentation of incidents, resolutions, and client interactions for reference and training purposes.

Collaboration:

• Work closely with cross-functional teams to facilitate communication and ensure a cohesive approach to issue resolution.
• Participate in continuous improvement initiatives to enhance the overall client experience.

• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office Suite (especially PowerPoint).
• Familiarity with incident management tools and methodologies.
• Ability to build strong relationships with clients and team members.
• Previous experience in production support, incident management, and corporate travel services is preferred but not mandatory.
• Strong understanding of API functionality and hotel booking systems is a plus.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical audiences.
• Proven ability to manage multiple tasks, prioritize effectively, and work under pressure.
• Travel industry experience is highly desirable.

• Flexibility to work weekends and provide on-call support is required.
• Our team operates 24/7, so hours may vary to meet our SLAs.

• Bachelors degree or equivalent experience in a relevant field.
• Freshers or candidates from other backgrounds with core customer engagement and success experience are encouraged to apply.