Additional Information
Powering the agentic revolution in travel. Sabre is an AI-native technology leader, backed by one of the world's largest travel data clouds. Built on an open, modular, cloud-native architecture, Sabre serves as the backbone for both established leaders and bold, new disruptors, guiding them to the next age of travel retailing through intelligent, connected, and personalized experiences. With AI at its core and operating at unparalleled scale, Sabre transforms insights into innovation, empowering airlines, hoteliers, agencies and other partners to retail, distribute and fulfill travel worldwide.
Team Description
The Incident/Problem Manager is responsible for the command and control of significant incidents, ensuring that restoration of service is achieved as quickly as possible. In addition Incident managers join customer bridges to provide updates and act as liaison between the customer and the internal incident bridge, while communicating to both internal and external stakeholders.
Role and Responsibilities:
Tracking of activities to resolve business impact
Facilitation of and participation in incident bridges to ensure effective incident handling and resolution
Participation in customer bridges
Coordination with SRE, Care, Dev, etc to determine business impact and mitigation actions.
Maintenance of incident tickets to ensure data quality
Conduct follow ups in conjunction with SRE teams to determine root cause, mitigation, monitoring capabilities, etc
Execution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are being resolved timely.
Metrics and Reporting Hand off to, and participate in, the Post Mortem review process
Effectively interface with the Change and Problem Management Teams.
Conduct proactive incident management, ad hoc Incident Management assignments, and other IT Service Management tasks as required to maintain operational stability
Qualifications and Education Requirements:
Advanced level of English both verbal and written
Incident management experience is highly valued
Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
Excellent written and verbal communication skills, especially the ability to communicate on infrastructure, security, and riskrelated concepts to technical and nontechnical audiences
Ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization
Strong organizational skills -the ability to handle multiple tasks simultaneously
ITIL Foundations certification preferred
Sabre · Zonamerica, Uruguay