Analyst - PSS Operations Support 24X7X365

Key Responsibilities
24X7 L1 support
Monitor and respond to systemgenerated or user generated events and tickets pertaining to
PSS systems applications and services.
Prioritize and resolve incidents according to established procedures.
Ensure quick incident resolution to minimize downtime and service disruption.

Proactive health checks
Conduct regular health checks on both application and infrastructure layers.
Identify and address potential issues before they impact operations.
Collaborate with relevant teams to implement preventive measures.

Fix bridge management
Manage and coordinate the resolution of P1 P2 P3 tickets escalating as necessary.
Provide support to major incident management team during critical incidents ensuring swift
resolution and communications
Other responsibilities and requirements
Be available to take off hours service desk calls during specified / unspecified times.
Proficiency in incident management and monitoring tools
Excellent problemsolving skills and the ability to work under pressure
Willing ness to work in 24X7 shift environment including weekends and holidays
Adhere to SLAs ensure consistently high customer satisfaction.
Work with Navitaire to resolve issues as per defined response and resolution times.

Escalation management Escalate issues or Navitaire or thirdparty vendors when
required.
Relationship management with various functions/departments.
Responsible for implementation of Governance framework support and manage audit
requirements.
Maintain ticket / issue logs and publish to required forum on a regular basis.
Coordinate and work with other digital teams to resolve issues support projects special SALE
programs.
Develop and maintain a schedule of maintenance/upgrades/renewal tasks and ensure timely
completion.
Coordinate and publish maintenance windows and downtimes requested by Navitaire or Digital
teams.
Be aware of Information Security Data Protection and safety policies and fully comply with the
policies
Manage communications to various stake holders be it normal routine or emergency
communications