Job Overview
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.
Job Responsibilities
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.
Job Related Knowledge & Skills:
- 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.
Job requirements:
- Flexibility to work weekends and provide on-call support is required.
- Our team operates 24/7, so hours may vary to meet our SLAs.
Qualifications:
- Bachelor’s 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.
