Priceline
Location
Mumbai | India
Job description
In this role you will get to:
Serve as the single point of contact and liaison for Day 2 operations (post production) between Priceline and its Business Customers, Affiliates and partners.
Coordinate with resources and contractors responsible for RCA and fixes of operational issues that focus on multiple cross functional areas such as Hotels, Flights, Cars, Packages and more.
Handle escalation calls with internal and external customers.
Collaborate with customer, account team, Technology, Product TPM to meet project deliverables ensure successful Transition/onboarding of new projects on to Day 2 operations.
Responsible for successful planning, implementation and execution of the contracted services as defined in the Service Level Agreement (SLA).
Ensure compliance of Operational practices.
Develop Service Performance reports.
Accountable for quality of service, including ownership of process improvement.
Analyzing Maintaining Operational Data , Monitoring Product Inventories Reporting this Data in Customized Report adherence to policies and processes throughout the company.
From a performance monitoring perspective, standardizes and build dashboards that provide at- a glance views of key performance indicators (KPIs)
Ability to quickly create highly personalized data dashboards for various internal stakeholders (Tech, QA, Service Delivery , NOC, Business, LT team) with various charts, gauges, graphs depending on the user s role and current focus.
Possess an understanding of any of these Monitoring Tools such as Splunk, SignalFX, SolarWinds, New Relic, Catchpoint, ExtraHop, Devo and CloudWatch of Monitoring tools and Data Visualizing methodologies
Coordinate responses to outages, communicate to stakeholders Create insightful reports for management distribution. Publishes all service level reporting for internal and external customer consumption
Configures standardized dashboards to connect to 3rd party alerting tools such as Pager Duty - to provide immediate attention to alerts, resolve or escalate accordingly.
Work closely with Ops teams (Service Delivery NOC) to support on outages or production issues from a monitoring stand point by performing daily service health checks of all our supplier connections against expected set SLA metrics.Contribute towards business value by ensuring seamless operations.
Liaise with SRE team for Traffic capacity estimation, forecast , planning and monitoring.
Use extensive experience to improve efficiency in alert/event intake, correlation, and processing to drive faster and more reliable incident detection, escalation and mitigation
Serve as a subject matter expert on Monitoring tools Knowledge and experience working in an ITIL service management organization
Be data driven based on understanding of common goals identify gaps.
Streamline issues/tickets data upon closure to derive meaningful insights for product enhancement/Gaps or functional training for Engineering product Organizations.
Review outcome and assist product teams to analyse data to drive positive change.
Set right alerts and triggers in the reporting and monitoring tools to catch and abnormalities and bring instant visibility
Who you are:
Bachelors degree in the field of Information Technology, Computer Systems or Management. Masters degree preferred.
Experience managing/ working with different cultures in a global team
Proven experience in the IT industry
Experience OTA/travel/ strongly preferred
6 months to 4 years of experience with customer implementations or customer support or NOC/ Production Support/ L2/L3 Support kind of roles.
Project management / BA experience preferred
IT Service Management experience preferred
Ability to connect and communicate with all levels of management internally and externally
Strong verbal communication and listening skills
Strong analytical and solution-oriented skills
Proficiency in creating and delivering formal training programs and presentations
Functional and technical troubleshooting experience
Have proven knowledge of Excel, Word, PowerPoint and a general understanding of computers and networks
Ability to lead and direct multiple projects simultaneously; ability to delegate work to subordinate employees; proven leadership ability.
Willingness to travel to customer locations and/or other global team locations
Ability to translate customer needs into business requirement documents
Good to have the ability to work with technology to translate BRDs into TRDs
Demonstrated history of living the values important to Priceline: Customer, Innovation, Team, Accountability and Trust.
The Right Results, the Right Way is not just a motto at Priceline; it s a way of life. It s therefore essential that you also meet our high standard of ethics, honesty, transparency and compliance.
Job tags
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