IT Operations Analyst III

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Drive efficiency and effectiveness of the incident management process

Develop and maintain the Incident Management System including:

o Identifying all incidents

o Matching incidents against incidents with workarounds in place

o Resolving incidents as quickly as possible

o Prioritizing incidents in terms of impact and urgency

Escalating incidents to other teams as necessary to ensure timely resolution

Monitor the performance of incident management processes and seek to continuously improve the process

Facilitate post mortem meetings and ensure that action items regarding Incident Management are effectively carried out

Ensure that incident details are accurately recorded in incident tracking system

Participate in regularly scheduled Disaster Recovery testing

Attend infrastructure and/or application turnover sessions to maintain an end to end understanding for incident resolution

Facilitate management teleconference bridges to determine business impact and decisions regarding next steps and provide regular incident notifications to impacted lines of business and IT Mgmt.

Update incident records with appropriate data including business impact, application affected and relevant details regarding incident resolution.

Understand regulatory impacts and reporting based on regulation requirements

To perform an analyze of IT incidents in order to proactively prevent the occurrence of further incidents and problems

To contribute to the development and revision of relevant policies, frameworks and processes

To communicate and manage expectations during incident resolution and act as a point of escalation

Ensure timely and appropriate communication with involved parties

Be the focal point for all incident management issues

To provide relevant and useful management information

Ensure effective communication to work collaboratively with relevant parts of the business, and ensure knowledge and best practices are shared to optimize performance

Ensure that major incidents and planned/proactive tasks are correctly prioritized and delivered in accordance with those priorities

Lead the investigation of incidents through proactive trend analysis and monitoring

Contribute to the development of the service management tool

Contribute to the design and implement appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis

Other duties as assigned.

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