Technical Analyst - GSC

Responsible for various duties within the Global Service Center such as:   Providing Second Level Support for all monitoring events including escalating issues to Shift Technical Lead, GSC Management and/or pager distribution lists Monitoring and escalating all critical issues from phone calls, ORBIT problem management, e-mail, walk-ins... as appropriate and liaise with internal and external contacts such as TDS Business Units, EMEA, Asia Pacific, IBM and/or Cendant Technology Operations at all levels to ensure timely resolutions Interpreting, researching, solving and explaining technical and network related problems affecting customers, vendors, etc., utilizing any of Galileo’s systems, applications or networks Supporting and managing Primary Automated Call Distribution (ACD) and Secondary Hotline calls from our global marketplace Developing a working understanding of all monitor applications and the customers they support in order to assist in identifying trends through the Global Link Monitor and Topaz information levels particularly for events occurring within Web Services and the Shared Travel Platform Understanding and managing the new Technical Monitor wall through KVM (Keyboard, Video and Mouse) operations Monitoring problem types, devising synergies with IBM and Galileo Development teams, and producing reports of various trends for activities within TDS, web services, etc. and advising of strategies and the benefits of new options you create to better utilize our technologies and resources.  In addition, identifying work efforts required to improve these and deliver any findings in project meetings Prioritizing, coordinating and directing work activities of staff from trends identified so that intended business objectives are achieved Writing and distributing appropriate market advisories, outage and restoral notifications with clear and concise information in a timely manner Documenting comprehensive and detailed formal strategies and producing plans for alternative solutions from a variety of resources

A general knowledge of the Galileo and Apollo Hosts and Networks, as well as subscriber, vendor and airline connectivity is required.  In addition, some experience with XML, SOAP WebService and Network troubleshooting. Some Performance Montoring experience and high-level Network Operations Center experience, 3rd-Level Helpdesk and Network Tracing Tools experience.  At least three years experience working on a Computer Reservation System (i.e. Apollo, Galileo, Sabre). 1-2 years of college preferred or Computer Science background.Good knowledge on reservation system functions.  (i.e. Travel Agency, Reservations, Airports). Knowledge of problem management (orbit) screens and functions, programming skills (Java, C# and web development) also helpful. Good working knowledge of PCs including, but not limited to, operating systems, Internet and hardware configurations. Good analytical and problem solving skills. Ability to demonstarte on a regular baisis multi tasking skills and resilience to change. Mathematical Computer skills — ability to work with hexadecimal, EBCDIC. Excellent customer service skills with a good understanding of cultural differences of our global customer base. Ability to translate customer/system impacts and escalate problems appropriately.Shift work due to 24 X 7 operation and in some cases overtime.