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Senior VR Technical Support Specialist

Do you thrive in a collaborative environment? Can you assemble the right resources in a complex, cross functional environment to address urgent system and services issues? Do you enjoy the challenge of troubleshooting with multiple teams in a fast-paced environment? We are seeking an experienced Technical Support analyst to drive the right level of response to disruptions to critical Vrbo systems and services. The Senior VR Technical Support Specialist is responsible for identifying, triaging, and managing the remediation of issues through the Incident Management (ICM) High Impact Event (HIE) processes based on scope and impact to Vrbo hosts and travelers.

What you'll do:

  • Identify and triage Incidents and High Impact events disrupting critical Vrbo systems and services
  • Respond to all reports from customers and internal teams regarding unplanned service disruptions with urgency
  • Monitor numerous channels for events affecting VR Customer Service SLAs. Detect underlying problems and patterns. Looks beyond the obvious to pinpoint root cause.
  • Engage and collaborate with cross functional engineering and business teams to solve high impact incidents with a sense of urgency by providing quality and accurate information
  • Own, drive, and coordinate restoration to Major Incidents/Outage and High Impact Events disruptions in a complex and high pressure environment.
  • Support all aspects of the Major Incident/Outage (ICM) process, including engaging NOC, participating in outage bridges, updating senior leadership of the impact scope and next steps, and participating in the post-mortem process.
  • Support all aspects of High Impact Events (HIE/Minor Incident without an outage)process, including identification, reporting, and engagement with Product and Engineering and support teams in a complex environment
  • Direct and lead Tech Support efforts related to INC and HIEs including gathering and analyzing data, testing possible solutions, executing suggested engineering actions
  • Provide timely communications to IT and business stake holders related to status and resolution of Incidents an High Impact Events
  • Coordinate event communications to stakeholders and support teams
  • Ensure regular customer focused communications (in case of major Incident or High Impact Event) are provided and appropriate (alerts, statements, briefings)
  • Upon resolution Partner, with key personnel to determine the next steps for hosts and travelers
  • Post resolution, ensure related High Impact Event and Incident related Salesforce cases and Jira tickets are managed in accordance with HIE/INC process guidelines.
  • Refine existing HIE/INC processes and tools to improve our ability to manage incident events, as well as analyze data for actionable insights to improve Vrbo systems and services to protect the organization from future interruptions

Who you are:

  • BS in Computer Science or related field, or equivalent work experience
  • 2 years Technical software application/ecommerce support
  • 1+ year relevant experience in investigative or analytical roles involving time critical escalations, prefer Incident Management (ICM) experience
  • Excellent verbal and writing communication skills, with the ability to distill technical information to address various levels of stakeholders Ability to multi-task and make sound judgments in a fast-paced, high stress environment
  • Experience in interacting with a demanding customer-base and ensuring credibility is maintained through solid delivery against commitments
  • Ability to maintain a professional demeanor and attitude while being assertive
  • Follows process and procedures that ensure Incident Management and Problem Management related action items are tracked and completed
  • 1+ year experience with dashboards, proactive monitoring, and alerts via Splunk, Data Dog, New Relic, and others
  • 2+ year experience with Jira ticket management
  • 1+ year adhoc data analysis
  • Advanced Microsoft excel skils
  • 1+ year Salesforce Lighting or similar CRM queue management, reporting, and analysis
  • ServiceNow ticket creation and management
  • One or more of the following: SQL, Application Support experience, API Integration, Java, XML, HTML, JSON, React JS, Python, PHP, GraphQL
  • Knowledge of network technologies and hardware including modems/routers, ISPs, Wi-Fi, mobile broadband networks as well as protocols like DNS, DHCP, HTTP, TCPIP
  • Flexible in dynamic work shifts subject to business needs

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. 

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

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Confirmed 23 hours ago. Posted a month ago.

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