Senior Tech Support Specialist

hace 1 semana

Guadalajara, México Travelport A tiempo completo

**Travelport is a place of opportunity. It’s our incredible team that makes our company great - our people drive our winning culture.**

**What’s Travelport?**

Travelport is a worldwide travel retail platform that provides easy ways for businesses like airlines, hotels, and car rental companies to connect through personalized content to agencies and travelers. The world is changing, and our industry must change with it. We’re leading the change; we are the change.

We are on a mission to power the future of travel.

Come and be part of an organization that is committed to building a culture of inclusivity built upon a diverse workforce that is reflective of the communities in which we operate.

**What does a great Senior Tech Support Specialist do?**

You will be an innovator, passionate, accountable and solutions focused, not to mention adaptable, hungry for a challenge and an individual who thrives on partnering. All these combined with the below capabilities are what will make us such a bold and compelling organization.

**Who we are looking for in this role**:

- Interact with level 1 and 2 support teams, who receive the issues from customers
- Reproduce, troubleshoot, analyze and investigate root cause of the issues based on alerting, monitoring, logging using tools like Splunk
- Create monitoring test cases using tools like Splunk
- Provide recommendations for improvements based on reported issues
- Maintain troubleshooting guides and other support related documentation
- Attend to troubleshooting calls with customers if needed
- Some programming and debugging duties will be required to develop queries/reports of varying complexity and to troubleshoot and fix programmatic issues
- Escalate issues to other teams, depending on the area impacted, which might be (but not limited to) Infrastructure, Platform, Development, Product
- Keep up-to-date status of the issues received and prioritized
- Participate in any testing activities and validation
- Be part of the 24x7 support team

Who would succeed in this role
- Education: Educated to HNC/Degree level in a Computer Science, Engineering, Maths, or a numerate discipline or equivalent work experience.
- Experience:

- Experience in Web Services technologies: RESTful APIs, XML, SOAP and Postman
- Familiarity on Product development and release cycles
- Exposure to Agile methodologies (Scrum, Kanban, SAFe) and DevOps culture/practices
- Experience of Jira for Requirements/ Story management and work management tools is a plus
- Experience in the Travel industry and knowledge of Galileo and/or Apollo GDS is a huge plus
- Experience in Splunk Observability is a huge plus
- Superb interpersonal, written and verbal communication skills
- Ability to work as part of a cross-cultural team including flexibility to support multiple locations when necessary
- Have a proactive ‘can do’ attitude. Takes the initiative - doesn't wait to be told what to do. Constantly coming up with small improvements or big new ideas, together with a pragmatic approach
- Have the ability to multitask and prioritize within a continuously changing environment
- Be dynamic and self-motivated with high level of energy and enthusiasm
- Meets or exceeds expectations on process turnaround for assigned tasks and follow ups, and issue resolution to closure.

**Our ambition is to hire for potential not just experience, and you’re likely to succeed if you**:

- Are always ready to give it your all and deliver high quality work
- Are excited to use your creativity and innovative thinking to try new things
- Take responsibility and own your work
- Are courageous and ambitious to challenge what’s been done before

**Benefits of working at Travelport**

**Interested? We’d love for you to get in touch

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