Description du poste

Troubleshoot live site issues, engage appropriate parties, and drive through to resolution

Informations sur l’entreprise

World leader of the solutions of management of business travels our mission consists in transforming the business trip by revolutionizing the technology of the journey.

Missions

• Evolve build system and deployment to Lab environments
• Generate and present metrics, reports, and define and distribute SLA’s
• Create and distribute regular status for the team to Management
• Stay abreast of technology advancements bringing focus to those that will benefit Expedia
• Participate in department planning
* 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
• Queue management of cases and timely resolution of technical cases escalated to the team
Maintain 95% SLA for all cases
• Bug management by opening relevant bugs with appropriate level of technical information 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
• Mange 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 Qualification Requirements:
• Bachelor of Science degree preferred from accredited college/university or equivalent exp required

Profil du candidat

• 7+ years functional IT experience, including 2-4 years in a lead individual contributor role
• Strong technology process management skills and proven ability to successfully manage up, down, and across the organization without direct reports
• Organizational savvy with strong communication and interpersonal skills
• Utilize impact and influence skills to drive changes, and consensus across organizations
• Ability to write complex SQL Queries and good understanding of web technologies; work in a fast paced environment and manage multiple issues simultaneously.
• 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.
• Working knowledge of incident management / CRM applications is required as well
• HTML/ASP skills and other programming skills along with administration of Sales force would be a plus

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