OCC TSMO IT Operations Analyst I

Information Technology General Job Description

Team Description

The Operations Control Center (OCC) team plays a key role in the operational support of Sabre's infrastructure and cutting-edge technology platforms that support over 85,000 transactions per second. OCC is the first responder for all Sabre platforms worldwide that monitor and mitigate potential impacts before they become an issue. The role of Test Systems Management Operations IT Operations Analyst I will serve as 2nd level support for non-production environments .

Role And Responsibilities

Provide first and second level support for business units using test systems which include development, testing, and training environments. Responsibilities involve the following for all non-production environments and systems used for testing:

• Communicate with the users and system owners on incidents and significant impacts.
• Manage and coordinate customer testing with the support of the Customer Activity calendar.
• Coordinate with 3rd party vendors such as DXC which provide specific products and/or services.
• Manage status reporting and escalations for significant incidents or impacting events.
• Engage technical resources to resolve incidents when systems are impacted by performance, application or other environmental issues
• Manage Certification Change Advisory board meetings and weekly unsuccessful change calls
• Provide standard change review and approvals for non-production change requests
• Monitor emails, change, incidents and JIRA ticket queues sent to the TSMO inbox/queues
• Coordinate incidents across functional and operational teams
• Identify incidents are documented by the responsible teams with resolutions
• Key contributor and/or lead for TSMO initiated projects or projects that support enhancements to the non-production systems
• Provide weekday and weekend oncall support as required, including support for urgent issue/incident requests and direct support for TPF engagements
  
  

Education Requirements

• Bachelor's degree or equivalent 1-2 years of experience