Egencia is the original category disruptor and the world’s leading B2B SaaS business in travel. Driven by curiosity and backed by industry leading data and customer insights, we’re a trusted business travel partner that delivers the best technology and experiences – no matter the odds.
With the support of our partners and travel consultants, and now with the powerful backing of Amex GBT, we deliver unrivalled value, while helping companies in over 60 markets meet sustainability goals and prioritize the wellbeing of their travelers And we need people like you .
We thrive in a culture of curiosity – constantly reinventing for the future. It’s the people that make Egencia so special, so we want to make sure they’re happy. We do this by offering flexible working opportunities, competitive packages and by making sure we have fun along the way.
Business travel is on the road to recovery, and as part of the world’s largest corporate travel marketplace, we’re in a strong position to define the future of business travel as we lead the industry into a new era.
Position Overview:
Egencia, an American Express GBT Company is seeking a Sr. System Analyst for their Technical Support Team . Technical support team is an integral part of the Egencia Product Development team that interfaces with all other teams across Egencia to build products with supportability and stability features . You will be responsible to lead the team as IC to support Egencia online web , mobile applications and tools used by customer service teams . The position is based in Gurgaon India and will support our customers based in different regions APAC,EMEA and US . You should have min 10 years of experience in production support env and involvement in daily team operations in assigning tasks to individuals , reviewing quality , handling escalations and driving for resolution of issues . You should have managed Case queues , Bug Management and Incident management in your previous experience .
Responsibilities:
Queue management of cases and timely resolution (within SLA) of technical cases escalated to the team
Manage Incidents end to end and make sure the incidents are resolved within SLAs to minimise the impact .
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 & Backoffice systems for stability, uptime, and troubleshoot for issues as encountered
Should be flexible with working in shifts on need basis.
Work closely with Support teams Globally in , 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 Bug 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
Competencies:
ITIL certified , Experience in Production/Application Support on Web based application architecture , Troubleshooting skills, exposure to ticketing & monitoring tools , experience in partnering with Product/development teams to build products with supportability and stability features
Experience and Qualification:
Bachelor of Engineering/Science degree preferred from accredited college/university or equivalent exp required
At least 10 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, Oracle, Sabre, Worldspan and Amadeus is a plus and highly desirable.
Working in Banking and Finance related setup or Support environment along with ITIL methodologies will be an advantage
Incident Management, Application user skills at an intermediate level, Experience of using tools like Service Now, Salesforce.com,Jira , 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.
Relocation (Y/N): Y
Location
India – Gurgaon
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
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