Senior Incident Manager
Job ID #: 26287
Company: Expedia, Inc.
Location: USA - WA - Bellevue
Functional Area: Technology
Employment Type: Full-Time Regular
Education Required: Bachelors
Experience Required: 3-5 Years
Relocation Provided: No
Position Description
Position Overview:
With the primary focus of restoring services when a production outage occurs, liaise with support teams, service providers, and vendors to ensure that all major service disruptions are followed through to completion and resolution in a timely manner.
Responsibilities:
- Work with a team of highly technical staff supporting Windows, LINUX, UNIX, and SQL production servers and network devices.
- Ensure a consistent method of incident management is followed, including incident classification, escalation paths and communication protocols.
- Respond to server and network related support issues, and ensure they are resolved to the customer's satisfaction and according to the SLA.
- Partner with internal and external teams to determine root causes of significant incidents, and drive identified problems to resolution.
- Partner closely with other Operations, Development, and Business leaders to define and provide support for Expedia Inc's products and services.
- Initiate and drive process changes designed to improve efficiency and customer satisfaction.
- Develop standardization and consistency through process, procedure, change control, and workflow management.
- Partner with the various IT organizations to monitor and support Expedia Inc products and services by implementing and leveraging tools and applications.
- Partner with multiple teams across the organization to identify and track key metrics.
- Ensure the technical staff drives resolution of escalated customer issues.
- Ensure proper communication and escalation of maintenance and production issues.
- Summarize key elements of technical problems and work with the appropriate technical groups to develop post mortem summaries.
- Serve as “Lead” to team members in Functional area.
- Recommend changes to policies and establishes procedures that affect immediate organization, brand, product or country.
- Take initiative to improve existing processes, or develops new processes to increase efficiencies within functional area, with little or no supervision.
- Take full ownership of complex projects, and work independently on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
- Responsible for tactical implementation of pre-defined strategy.
- Solve issues relating to systems, procedures, designs, reports, or analyses, often requiring coordination with other groups.
- Proactively engage with customers to assess existing and upcoming needs, and maintain regular communication.
Qualifications:
- Must possess significant work experience in a production, mission-critical, revenue-dependent, 24x7 environment.
- A highly specialized individual contributor with substantial subject area specialization.
- Ability to respond to a changing environment and grow technically.
- Performs day-to-day work with minimal or no supervision, and does not require management feedback.
- Receives assignments in the form of goals and determines how to use resources to meet schedules and objectives.
Work Experience and Education Guidelines:
3-5 years in an operational support role in a 24x7 eCommerce/hosting environment with 1-2 years being in a direct incident management support role
ITIL v3 Foundation certification or demonstrated experience
Bachelor degree in a computer or engineering related field or equivalent work experience.
ITIL v3 Practitioner for Support & Repsonse (IPSR) certification a plus
About Expedia, Inc.
Our mission is to revolutionize travel through the power of technology.
Collectively, the Expedia, Inc. brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia, Inc. portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visit http://bit.ly/expediabrands to learn more about our travel brands.
This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.
GTO-GIS
SF:MONUS
*LI-DY1
Job ID #: 26287
Company: Expedia, Inc.
Location: USA - WA - Bellevue
Functional Area: Technology
Employment Type: Full-Time Regular
Education Required: Bachelors
Experience Required: 3-5 Years
Relocation Provided: No
Position Description
Position Overview:
With the primary focus of restoring services when a production outage occurs, liaise with support teams, service providers, and vendors to ensure that all major service disruptions are followed through to completion and resolution in a timely manner.
Responsibilities:
- Work with a team of highly technical staff supporting Windows, LINUX, UNIX, and SQL production servers and network devices.
- Ensure a consistent method of incident management is followed, including incident classification, escalation paths and communication protocols.
- Respond to server and network related support issues, and ensure they are resolved to the customer's satisfaction and according to the SLA.
- Partner with internal and external teams to determine root causes of significant incidents, and drive identified problems to resolution.
- Partner closely with other Operations, Development, and Business leaders to define and provide support for Expedia Inc's products and services.
- Initiate and drive process changes designed to improve efficiency and customer satisfaction.
- Develop standardization and consistency through process, procedure, change control, and workflow management.
- Partner with the various IT organizations to monitor and support Expedia Inc products and services by implementing and leveraging tools and applications.
- Partner with multiple teams across the organization to identify and track key metrics.
- Ensure the technical staff drives resolution of escalated customer issues.
- Ensure proper communication and escalation of maintenance and production issues.
- Summarize key elements of technical problems and work with the appropriate technical groups to develop post mortem summaries.
- Serve as “Lead” to team members in Functional area.
- Recommend changes to policies and establishes procedures that affect immediate organization, brand, product or country.
- Take initiative to improve existing processes, or develops new processes to increase efficiencies within functional area, with little or no supervision.
- Take full ownership of complex projects, and work independently on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
- Responsible for tactical implementation of pre-defined strategy.
- Solve issues relating to systems, procedures, designs, reports, or analyses, often requiring coordination with other groups.
- Proactively engage with customers to assess existing and upcoming needs, and maintain regular communication.
Qualifications:
- Must possess significant work experience in a production, mission-critical, revenue-dependent, 24x7 environment.
- A highly specialized individual contributor with substantial subject area specialization.
- Ability to respond to a changing environment and grow technically.
- Performs day-to-day work with minimal or no supervision, and does not require management feedback.
- Receives assignments in the form of goals and determines how to use resources to meet schedules and objectives.
Work Experience and Education Guidelines:
3-5 years in an operational support role in a 24x7 eCommerce/hosting environment with 1-2 years being in a direct incident management support role
ITIL v3 Foundation certification or demonstrated experience
Bachelor degree in a computer or engineering related field or equivalent work experience.
ITIL v3 Practitioner for Support & Repsonse (IPSR) certification a plus
About Expedia, Inc.
Our mission is to revolutionize travel through the power of technology.
Collectively, the Expedia, Inc. brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia, Inc. portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visit http://bit.ly/expediabrands to learn more about our travel brands.
This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.
GTO-GIS
SF:MONUS
*LI-DY1