Sabre Sr Manager Technical Support in Bangalore, India
Req ID: 45327
Job Family: Information Technology/Software Development
Operating in 29 markets across Asia Pacific, with over 2000 local staff, serving premium top blue-chip customers in the travel industry - from travel agencies, airlines, hotels, car rentals and insurance providers. Sabre have grown our presence significantly over the years, in order to tap on the immense potential of the world’s fast growing region. Sabre’s end-to-end technologies help create a differentiated portfolio of solutions and services driven by data and insights on how travel business operates in Asia Pacific. We help our travel partners create better customer experiences, optimise business operations and enhance competitiveness. As we continue to grow in the region, our people are AND will always be our biggest asset & investment, where we continue to bring together the best talent and help them achieve their own career aspirations in a truly global company.
This position is a part of the IT Technology Enterprise Operations (TEO), the group has responsibility for the availability, of its infrastructure & applications access along with services provided to its customers.The Operations Control Center (OCC) works 24*7 with all levels of staff and management across a broad range of groups including external technology providers, IT engineering, development and platform support teams to provide a wide range of services, including:
The Senior Manager of Network Operations is responsible for the OCC and must have a deep understanding of the business and be able to build strong working relationships with all levels of staff and other groups both within TEO and across the organization.
He / She must be able to rapidly develop skills in system and monitoring tools, deep understanding of solution components including Java, Web logic, Oracle, network infrastructure and security infrastructure. He or she must have the leadership skills to conceive of and implement new processes core to Network Operations and in system security.
He / She must be able to establish notification and escalation narratives to follow in the event of service impairment and detection of Infrastructure service failure, degradation or other anomalies.
Work with larger groups and facilitate management of service restoration activities.
Instrumentation of new network products and central role in support of stress testing and predictive performance assessment activities.
Selection, maintenance and operation of the sophisticated monitoring and reporting systems that support this work.
Develop and communicate strategic direction for Network Operations teams. Organize brainstorming sessions with key stakeholders to maintain a prioritized list of ideas for continuous improvement.
Personnel and performance management of direct reports to include career and performance discussions as well as formal review per Sabre’s schedule. Acquire and retain exceptional talent.
Define Network Operations services to ensure that issues related to service disruptions for business critical IT services are identified and resolved in a timely manner.
Collaborates with multiple groups to understand the business needs and to define activities related to for notification, escalation, and the development of discrete customer reporting related to issue resolution, or to the provisioning of infrastructure services.
Define roles and responsibilities and establish standard services across all Network Operations functions, related performance metrics. Prepare recurring staffing and funding needs and manage budget for areas of responsibility.
Define, report and analyze on a monthly basis key performance metrics for security operations, 24x7 NOC, Incident Management and Access Management areas.
Establish actionable plans to continuously improve system availability, recoverability, and performance.
10+ years in an IT Infrastructure Management/Support role, including 5+ years managing/running of Network Operations Function in similar production critical environments.
Bachelor’s degree required. Masters Preferred.
Experience with managing system configurations in the following technologies; Linux, Unix, SQl, Oracle, job or file transfer scheduling, data communications, network management systems, security management systems.
Experience with security event detection, reporting and analysis using SEIM, IDS, configuration management and DLP systems.
Experience with application monitoring, reporting and performance analysis via system monitoring tools.
Hands-on understanding of IT Infrastructure & clear understanding of Enterprise Architectures
Experience of leading large teams and working across a matrix organization fostering teamwork
Strong vision setting, concept articulation and exceptional communications skills (presentation and written) that would facilitate effective partnering with both client and internal executive and technical leadership teams.
Instinctive team player who can foster collaboration and build consensus across multiple constituencies, including the ability to communicate complex technical issues to multiple audiences.
Has a proven track record of managing technically diverse staff and resources in both daily operations and production support.
Must have a successful track record functioning as a leader and positive/motivational force when managing a team; including identifying and resolving conflicts within teams; negotiating skillfully in difficult situations with both internal and external groups; developing compromise and solutions.
General technical skills and experience related to various platforms/areas: Security Event Management, Application and System Availability and Response Time Management, WebLogic, Oracle, Apache, NetApp, Network & LAN/WAN, Hardware (Server level), OS (Linux, UNIX, and Windows).
Development. Knowledge of ITSM management technologies and best practices.
Willingness/ability to work off-shifts (evening, night-time, weekend).
Strong analytical and problem solving skills.
Self-starter with proven leadership abilities.
Advanced Computer Skills with certifications will be added advantage
Willing to Travel out of the home country for extended period
Articulation based on the audience & excellent presentation skills
Should have worked previously in similar capacity of a Manager in similar role and managed teams directly & must have relative experience in presenting & managing the high priority situation
Sabre Corporation is the leading technology provider to the global travel industry. Sabre’s software, data, mobile and distribution solutions are used by hundreds of airlines and thousands of hotel properties to manage critical operations, including passenger and guest reservations, revenue management, flight, network and crew management. Sabre also operates a leading global travel marketplace, which processes more than US$120 billion of global travel spend annually by connecting travel buyers and suppliers. Headquartered in Southlake, Texas, USA, Sabre serves customers in more than 160 countries around the world.
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