Senior EMS Analyst

Who We Are:

Fareportal is a travel technology company powering a next-generation travel concierge service. Utilizing its innovative technology and company owned and operated global contact centers, Fareportal has built strong industry partnerships providing customers access to over 600 airlines, a million lodgings, and hundreds of car rental companies around the globe. With a portfolio of consumer travel brands including CheapOair and OneTravel, Fareportal enables consumers to book-online, on mobile apps for iOS and Android, by phone, or live chat. Fareportal provides its airline partners with access to a broad customer base that books high-yielding international travel and add-on ancillaries.

Fareportal is one of the leading sellers of airline tickets in the United States. We are a progressive company that leverages technology and expertise to deliver optimal solutions for our suppliers, customers, and partners.

Highlights:

• Fareportal is the number 1 privately held online travel company in flight volume.
• Fareportal partners with over 600 airlines, 1 million lodgings, and hundreds of car rental companies worldwide.
• 2019 annual sales exceeded $5 billion.
• Fareportal sees over 150 million unique visitors annually to our desktop and mobile sites.

Fareportal, with its global workforce of over 2,500 employees, is strategically positioned with 9 offices in 6 countries and headquartered in New York City.

Key Responsibilities:

• Monitor the health, performance, and availability of Servers, Networks, Applications, Websites, APIs, and Cloud Infrastructure in a 24x7 operational environment using enterprise monitoring platforms.
• Perform proactive monitoring and event management utilizing tools such as Microsoft SCOM, SolarWinds, AppInsight, Elastic, Grafana, Prometheus, Splunk, Catchpoint, WebsitePulse, Rigor, Datadog, CloudWatch, and Azure Monitor.
• Analyze alerts, identify incidents, perform first-level diagnosis, and initiate timely escalation to the appropriate support teams.
• Monitor system performance, capacity, availability, and service health to ensure optimal uptime and operational efficiency.
• Provide timely response and coordination during incidents, outages, and service degradations in accordance with defined SLAs.
• Manage incident lifecycle activities, including ticket creation, tracking, updates, resolution validation, and closure.
• Demonstrate a strong understanding of Incident, Change, Problem, and Major Incident Management processes.
• Coordinate and communicate effectively with cross-functional teams through email, phone, and collaboration platforms such as Microsoft Teams.
• Review and analyze monitoring dashboards, logs, and performance reports to identify trends, recurring issues, and opportunities for service improvement.
• Contribute to operational excellence initiatives by recommending process improvements, monitoring enhancements, and automation opportunities.
• Create and maintain operational documentation, knowledge articles, runbooks, and standard operating procedures (SOPs).
• Support critical business services through rotational shifts in a 24x7 Global Command Center environment.

Required Skills & Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, Information Systems, or a related discipline.
• Minimum 3 years of experience in Enterprise Monitoring, NOC, Command Center, IT Operations, or Infrastructure Support environments.
• Hands-on experience with enterprise monitoring and observability platforms such as SCOM, SolarWinds, Splunk, Grafana, Prometheus, Elastic, Datadog, CloudWatch, or Azure Monitor.
• Working knowledge of Windows Server, Linux, Networking, SQL Databases, and Web/Application Technologies.
• Understanding of cloud platforms, particularly AWS and Microsoft Azure, including native monitoring capabilities. Familiarity with scripting and automation concepts (PowerShell, Bash, Python, or similar).
• Strong troubleshooting, analytical, and problem-solving skills. Experience with ITSM tools and ticket management processes.

Preferred Skills:

• Exposure to observability concepts, including metrics, logs, traces, and APM monitoring.
• Excellent verbal and written communication skills with the ability to work effectively in a global environment.
• Strong collaboration skills with a customer-centric and team-oriented approach.
• Willingness to work in rotational shifts, including weekends and holidays, within a 24x7 support model.