Business Systems Analyst-2

Job Description

As a member of the Global Product Support in the Product & Technology organization, this position is based in India and will provide application support services on a 24x7 basis for GBT for Travel Counselor Servicing applications, Sales applications & Corporate applications.Key Responsibilities:

• Day to day Responsibility includes providing 2nd level application support for GBT applications including Travel Counselor Servicing applications, Sales applications & Corporate applications
• Manage the resolution of Incidents across the full range of supported services. This includes timely acknowledgement, prioritization, communication, escalation, analysis and review.
• Be available to operate on a roster for enabling 24x7 operations including public holidays and weekends (shift based, 5 working days rotating roster for 24x7 operations).
• Respond to critical incidents application issues as per defined protocols and SLA s
• Join critical incident bridges and triage issues to deliver or drive resolution.
• Monitor various ticket queues globally to ensure tickets have not breached and ensure tickets are responded to in a timely fashion, including critical incidents and any escalated issues.
• Responding promptly to application alerts and issues.
• Author Knowledge Articles relating to applications and new-found issues / resolutions for internal team.
• Research and solve issues/problems starting with minimal details, including thinking outside the box to determine what might have caused the problem and the solution.
• Perform issue severity assessment quickly based on impact to the business and prioritize or de-prioritize accordingly.
• Installation and Configure all applications for Travel Counselor Servicing applications, Sales applications & Corporate applications.
• Drives problem management and associated resolutions delivery with product management teams.
• Analyses / Perform and drive to RCA (Root Cause Analysis).
• Engage with Local/Regional/Global Level 3 Product Development, engineering/network teams for issues that requires additional support for resolution and on a timely basis.
• Participates to support efficient handover of new products or product enhancements from Projects to BAU status.
• Report production impact details to the management.
• Adhere to standards and processes for incident management & resolution.
• Coordinate with colleagues in other regions to share market specific knowledge & Collaborate and up skill colleagues as required e.g. New applications or existing applications change
• Ensure compliance with GBT policies and procedures.

Qualification / Experience Requirement:

• Flexibility and understanding to be a part of roster based 24x7 operations is a must.
• Bachelor s degree in Science or engineering or equivalent.
• Minimum 8 years of experience in the Travel Technology, Application Support, for a Global organization.
• ITIL certification will be a preferred.
• Solid knowledge in supporting multiple GDS s.
• Understanding of travel applications and how they interact with the GDS system.
• Experience of GBT / GBT Front end / mid and back office/ GBT Sales and Corporate applications and processes will be a strong plus.
• Experience in supporting CRM applications, email management applications, robotics is a plus.
• Good understanding of networking to support troubleshooting Network and VPN connections for application related issues.
• Knowledge about Dot Net Framework, API s & Web services technology, Windows O/S platforms and troubleshooting.
• Hands-on individual who is technically savvy & can work well with all levels and virtual teams, both internal & external.
• Knowledge or experience in using a ticketing system for incident management or case management is preferred.
• Strong MS Office skills (Outlook, Word, Excel) preferred.
• Global support experience with a high degree of personal accountability.
• Highly disciplined and good time management skills.
• Expert problem-solving skills with an eye for detail.
• Ability to cope with pressure, SLA s and delivers results.
• Customer and client focused.
• Self-starter, quicker learner with ability and zeal to learn new skills and quickly adapt to changing environment & work with little guidance.

LocationIndia>Virtual LocationIt is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.GBT Recruitment Privacy Statement,

Keyskills :
application support servicesms officefront endweb servicesshare marketoffice skillsvirtual teamsproduct supportproblem solvingtime managementsupport services