Key Responsibilities 24X7 L1 support Monitor and respond to systemgenerated or user generated events and tickets pertaining to PSS systems applications and services. Prioritize and resolve incidents according to established procedures. Ensure quick incident resolution to minimize downtime and service disruption.
Proactive health checks Conduct regular health checks on both application and infrastructure layers. Identify and address potential issues before they impact operations. Collaborate with relevant teams to implement preventive measures.
Fix bridge management Manage and coordinate the resolution of P1 P2 P3 tickets escalating as necessary. Provide support to major incident management team during critical incidents ensuring swift resolution and communications Other responsibilities and requirements Be available to take off hours service desk calls during specified / unspecified times. Proficiency in incident management and monitoring tools Excellent problemsolving skills and the ability to work under pressure Willing ness to work in 24X7 shift environment including weekends and holidays Adhere to SLAs ensure consistently high customer satisfaction. Work with Navitaire to resolve issues as per defined response and resolution times.
Escalation management Escalate issues or Navitaire or thirdparty vendors when required. Relationship management with various functions/departments. Responsible for implementation of Governance framework support and manage audit requirements. Maintain ticket / issue logs and publish to required forum on a regular basis. Coordinate and work with other digital teams to resolve issues support projects special SALE programs. Develop and maintain a schedule of maintenance/upgrades/renewal tasks and ensure timely completion. Coordinate and publish maintenance windows and downtimes requested by Navitaire or Digital teams. Be aware of Information Security Data Protection and safety policies and fully comply with the policies Manage communications to various stake holders be it normal routine or emergency communications
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.