TECHNICAL SUPPORT ANALYST

Looking for candidates for a permanent role of "Technical Support Analyst" based in Barcelona, Spain.Job description is as below:What’s Travelport?Travelport is a worldwide travel retail platform that provides easy ways for businesses like airlines, hotels, and car rental companies to connect through personalized content to agencies and travelers. The world is changing, and our industry must change with it. We’re leading the change; we are the change.We are on a mission to power the future of travel; come join usWe currently have an exciting opportunity for a talented Production Support Analyst to join our team in sunny Barcelona, Spain. Based in Barcelona, you will be part of Application Support Team, and responsible for receiving issues on the Point-of-Sale application from Help Desk teams, being able to troubleshoot, perform initial diagnosis, provide root cause analysis, and escalate them to other teams (network, development, etc.) when applicable, providing meaningful up-to-date status and making recommendations for improvements.About the jobWe currently have an exciting opportunity for a talented Technical/Production Support Analyst to join our team in sunny Barcelona, Spain.Based in Barcelona, you will be part of Application Support Team, and responsible for receiving issues on the Point-of-Sale application from Help Desk teams, being able to troubleshoot, perform initial diagnosis, provide root cause analysis, and escalate them to other teams (network, development, etc.) when applicable, providing meaningful up-to-date status and making recommendations for improvements. You will be an innovator, passionate, accountable and solutions focused, not to mention adaptable, hungry for a challenge and an individual who thrives on partnering. All these combined with the below capabilities are what will make us such a bold and compelling organization.Main responsibilitiesInteract with level 1 and 2 support teams, who receive the issues from customersReproduce, troubleshoot, analyze, and investigate root cause of the issues based on alerting, monitoring, logging using tools like Splunk and DataDogCreate monitoring alerts and dashboards using tools like Splunk and DataDogProvide recommendations for improvements based on reported issues.Maintain troubleshooting guides and other support related documentation.Attend troubleshooting calls with customers if needed.Some programming and debugging duties will be required to develop queries/reports of varying complexity and to troubleshoot and fix programmatic issues.Escalate issues to other teams, depending on the area impacted, which might be (but not limited to) Infrastructure, Platform, Development, ProductKeep up-to-date status of the issues received and prioritized.Understand user experience and functionality in the application, and be aware of new capabilities/features introduced in every release of the product.Participate in any testing activities and validation.Be part of the 24x7 support team Who would succeed in this roleEDUCATION:Educated to HNC/Degree level in a Computer Science, Engineering, Maths, or a numerate discipline or equivalent work experience.Experience:3+ year’s proven experience in customer support activities on Desktop and Web based and cloud-based applications, being able to understand customer reported issues - research, analyze and recommend improvements.Experience in understanding log files from a microservices oriented applications.Experience in Web Services technologies: RESTful APIs, XMLFamiliarity on Product development and release cycles Exposure to Agile methodologies (Scrum, Kanban, SAFe) and DevOps culture/practicesExperience of Jira for Requirements/ Story management and work management tools is a plus.Experience in the Travel industry and knowledge of Galileo and/or Apollo GDS is a huge plus.Experience in Splunk or DataDog Observability is a huge plusSKILLS:Superb interpersonal, written and verbal communication skillsAbility to work as part of a cross-cultural team including flexibility to support multiple locations when necessary Have a proactive ‘can do’ attitude. Takes the initiative – doesn't wait to be told what to do. Constantly coming up with small improvements or big new ideas, together with a pragmatic approachHave the ability to multitask and prioritize within a continuously changing environmentBe dynamic and self-motivated with high level of energy and enthusiasmMeets or exceeds expectations on process turnaround for assigned tasks and follow ups, and issue resolution to closureIf interested, please get in touch with me on Linkedin or drop an email with your recent CV on usha@infotreeglobal.com and I'll get back to you at the earliest.Please note that candidates who are authorized or have valid work permit to work in Spain shall apply.Best RegardsUshaLinkedin: linkedin.com/in/usha-rahul-116453223