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Tech Ops Support Analyst-USD

Dallas, TX
General Responsibilities: Maintain an in-depth understanding of assigned systems and related business impacts, e.g.,our company, our company Quick Connect, and our company's hotel inventory system. Work closely with hotel partners and internal customers to resolve problems. Provide support in resolving complex issues with partners' connectivity. Identify and report action items and escalation on the defined Service Level Agreements (SLA) and Key Performance Indicators (KPI). Work with Market Management, Operations Support, and Product teams to escalate issues of a technical and business nature. Support Market Managers and Market Coordinators in daily operations for hotel partners that use QuickConnect technology. Generate ad-hoc database reports. Maintain status schedule of data completed, data in-progress, and data waiting to be processed. Provide technical escalation support for all T1 analyst issues, including ticket escalations, connectivity related escalations, and operational escalation support. Book, change, and cancel reservations for lodging properties in an production environment and provide support for T1 team during high volume periods. Provide assistance to Hotel System Technical Support Analysts with managing and supporting customer escalation calls in a 24/7 environment. Diagnose, document, and provide Reason for Outage (RFO) documentation for connectivity and other system level issues. Work closely with hotel partners and internal customers for problem resolution and escalation
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