Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.
Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.
Simply put, we connect people with moments that matter.
Drive efficiency and effectiveness of the incident management process
· Develop and maintain the Incident Management System including:
o Identifying all incidents
o Matching incidents against incidents with workarounds in place
o Resolving incidents as quickly as possible
o Prioritizing incidents in terms of impact and urgency
· Escalating incidents to other teams as necessary to ensure timely resolution
· Monitor the performance of incident management processes and seek to continuously improve the process
· Facilitate post mortem meetings and ensure that action items regarding Incident Management are effectively carried out
· Ensure that incident details are accurately recorded in incident tracking system
· Participate in regularly scheduled Disaster Recovery testing
· Attend infrastructure and/or application turnover sessions to maintain an end to end understanding for incident resolution
· Facilitate management teleconference bridges to determine business impact and decisions regarding next steps and provide regular incident notifications to impacted lines of business and IT Mgmt.
· Update incident records with appropriate data including business impact, application affected and relevant details regarding incident resolution.
· Understand regulatory impacts and reporting based on regulation requirements
· To perform an analyze of IT incidents in order to proactively prevent the occurrence of further incidents and problems
· To contribute to the development and revision of relevant policies, frameworks and processes
· To communicate and manage expectations during incident resolution and act as a point of escalation
· Ensure timely and appropriate communication with involved parties
· Be the focal point for all incident management issues
· To provide relevant and useful management information
· Ensure effective communication to work collaboratively with relevant parts of the business, and ensure knowledge and best practices are shared to optimize performance
· Ensure that major incidents and planned/proactive tasks are correctly prioritized and delivered in accordance with those priorities
· Lead the investigation of incidents through proactive trend analysis and monitoring
· Contribute to the development of the service management tool
· Contribute to the design and implement appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
· Other duties as assigned.
We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses.
Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.
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What We Do
Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas and disrupt processes; use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best.
Our portfolio ranges from nutritionally balanced foods to indulgent ice creams, affordable soaps, luxurious shampoos and everyday household care products. We produce world-leading brands including Lipton, Knorr, Dove, Axe, Hellmann’s and Omo, alongside trusted local names and innovative-forward thinking brands like Ben & Jerry’s, The Dollar Shave Club and Dermalogica.
Every individual here can bring their purpose to life through their work. Join us and you’ll be surrounded by inspiring leaders and supportive peers. Among them, you’ll channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we’ll work to help you become a better you.
