Technical Operations Analyst II

Expedia Group

19d•$81,000 - $113,500

About The Position

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success. Why Join Us? To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win. We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us. Introduction to the Team: Expedia Group B2B connects partners across the travel industry to our leading technology, supply, and services - helping them deliver seamless travel experiences to their customers. From airlines and hotels to financial institutions and other travel platforms, we power smarter, faster, and more impactful travel solutions through the most connected marketplace in the world. Make An Impact! The Technical Operations Analyst II is an established team member with advance knowledge and experience that leads complex investigation and remediation for critical production service disruptions and/or service enhancements. In this role you will lead small, well defined technical projects focusing on cross functional collaboration. You will also get the opportunity to act as a mentor for junior analysts and identify opportunities for process and continuous improvement. In This Role You Will: Investigate critical incidents and draft concise, balanced, and evidence-based reports on findings. Lead improvements of chronic issues or product opportunities through data analysis by partnering with key stakeholders. Lead actions around improving customer and employee satisfaction, and support the data collection and analysis process. Gather pertinent information and provide guidance about a problem by analyzing data and patterns and identifying underlying issues. Implement solutions based on advanced knowledge of standard practices and previous experiences; escalate complex or unprecedented issues and needed. Collaborate and lead investigations with others across disciplines to brainstorm and execute solutions to the most complex, uncommon problems. Participate in development of information technology and infrastructure projects. Develop/maintain support documentation for use by all levels of support personnel. Help coordinate stakeholder input and collaboration efforts when developing solutions to issues. Detect complex patterns (a figure, object, word, or sound) that are hidden in other distracting material to understand opportunities for improving services and/or products. Break down complex information (e.g., legal, operational risk, and regulatory data) into understandable terminology and actionable concepts. Use technical knowledge and expertise to generate comprehendible, broadly-applicable communications based on new and non-typical data. Design differentiated technical communications (content focus, style, presentation, etc.) for various internal and external audiences based on an understanding of their differing levels of familiarity with technical language. Ask challenging questions when empowered to do so. Facilitate collaboration with different stakeholders with varied perspectives to develop effective solutions to issues. Strive for optimum organizational efficiency by applying systems thinking across boundaries and making recommendations about policies/ processes. Take a whole systems approach to analyze issues and implements holistic solutions by ensuring that linkages between structure, people, process and technology are made. Leverage an advanced knowledge of statistical concepts to identify data variances and offer solutions. Identify areas where efficiency and process improvement are needed within their own work area. Articulate and present process improvement ideas to the wider business. Apply new ideas or approaches to own work to enhance outputs. Collaborate with team members to co-develop and solve problems. Proactively reach out to meet peers across environment and collaborates to solve problems.

Requirements

3-5 years of direct and relevant experience.
You are familiar with and used JIRA as a tool to track work
You have supported day to day operations in 24x7 production or equivalent environment.
You provide technical assessments or feedback to team.
You have led investigations and remediations for high impacting service disruptions.
You have broad knowledge of infrastructure services.
You understand the concepts of managing infrastructure with code.
You have a deep understanding of observability and operational tools including interacting using Infrastructure as Code.
You are familiar with simple API and data access patterns and integration.
Proficient developing in continuous deployment and integration environments.

Nice To Haves

Strong experience with Zendesk and/or Salesforce strongly preferred.
Certified Salesforce Administrator a plus.

Responsibilities

Investigate critical incidents and draft concise, balanced, and evidence-based reports on findings.
Lead improvements of chronic issues or product opportunities through data analysis by partnering with key stakeholders.
Lead actions around improving customer and employee satisfaction, and support the data collection and analysis process.
Gather pertinent information and provide guidance about a problem by analyzing data and patterns and identifying underlying issues.
Implement solutions based on advanced knowledge of standard practices and previous experiences; escalate complex or unprecedented issues and needed.
Collaborate and lead investigations with others across disciplines to brainstorm and execute solutions to the most complex, uncommon problems.
Participate in development of information technology and infrastructure projects.
Develop/maintain support documentation for use by all levels of support personnel.
Help coordinate stakeholder input and collaboration efforts when developing solutions to issues.
Detect complex patterns (a figure, object, word, or sound) that are hidden in other distracting material to understand opportunities for improving services and/or products.
Break down complex information (e.g., legal, operational risk, and regulatory data) into understandable terminology and actionable concepts.
Use technical knowledge and expertise to generate comprehendible, broadly-applicable communications based on new and non-typical data.
Design differentiated technical communications (content focus, style, presentation, etc.) for various internal and external audiences based on an understanding of their differing levels of familiarity with technical language.
Ask challenging questions when empowered to do so.
Facilitate collaboration with different stakeholders with varied perspectives to develop effective solutions to issues.
Strive for optimum organizational efficiency by applying systems thinking across boundaries and making recommendations about policies/ processes.
Take a whole systems approach to analyze issues and implements holistic solutions by ensuring that linkages between structure, people, process and technology are made.
Leverage an advanced knowledge of statistical concepts to identify data variances and offer solutions.
Identify areas where efficiency and process improvement are needed within their own work area.
Articulate and present process improvement ideas to the wider business.
Apply new ideas or approaches to own work to enhance outputs.
Collaborate with team members to co-develop and solve problems.
Proactively reach out to meet peers across environment and collaborates to solve problems.

Benefits

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey.
Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program.
To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

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