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System Support Analyst

Expedia Group
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  • Experience

    4+ Years
  • Salary

    Salary Not Disclosed By Employer
  • No. Of Opening

    1
  • Location

    Gurgaon, Haryana, India
  • Job Function

    Technical Support
  • Industry

    Information Technology
  • Qualification

    Any Graduation
  • Certification Required (if any)

    Not Mentioned
  • Notice Period (in days)

    Not Mentioned

Key Skills

customer support executive, Techinical Support

Job Description

System Support Analyst


What You’ll Do

  • Queue management of cases and timely resolution (within SLA) of technical cases escalated to the team
  • 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 system for stability, uptime, and troubleshoot for issues as encountered
  • Should be flexible with working in shifts on need basis.
  • Work closely with Support team in NA , 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 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

Company Info.

Expedia Group

Expedia Group (NASDAQ: EXPE) is the world's travel platform, with the power to bring the world within reach for millions of people. Our extensive brand portfolio includes some of the world’s most trusted online travel brands, powered by the most knowledgeable, passionate and creative people in our business. Our travelers, our teams and our partners are our priority because we recognize the importance of what we do. Travel makes people be

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