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Application Support Specialist
hace 3 meses
Application Support Specialist HBX Group is the world's leading technology partner, connecting and empowering the world of travel. We're game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team Our people, Team HBX Group, are the beating heart of the company who we encourage to 'move fast, dream big and make the difference' every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our 'global approach, local touch' mentality. We're headquartered in Palma, Mallorca and employ around 3,500 people worldwide.
JOB DESCRIPTION: Job Summary
Our application support specialist is in charge of analyzing and/or resolving business incidents by finding the fastest and most efficient way, assessing the criticality to support the prioritization process, facilitating the development's team delivery.
As an application support specialist you will be working very close to our product and development teams and will be in charge of the incidental backlog of the team to fix when possible the issues or to send the issue to the development team with as much information provided as possible.
Job Responsibilities
Ticket and incident management. Diagnosis / analysis and resolution (complex technical incidents).
Ticket identification / prioritization. Identify business impact / priority analysis.
Incidents replication / logs search, etc.
Documentation generation related to incidents (knowledge base)
Testing and certification of incidents resolved by development team.
Provide timely and effective technical support, solving issues with urgency and precision.
Monitor/interpret metrics, step back and proactively take actions upon.
Manage priorities to perform highest impact actions first.
Interacts with solution development and ownership teams to investigate problems.
Develop and refine technical documentation and support materials to aid in user education and problem resolution.
Research, diagnose, troubleshoot, and identify solutions to resolve process issues, ensuring seamless operations and support.
Strong organizational skills to manage multiple projects and initiatives simultaneously.
Ability to multi-tasking and working under pressure.
Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Departments.
Collaborate with product teams and development teams to analyze and resolve issues, taking ownership of problem cases to improve the customer's experience.
Take ownership of issues and problems, ensuring timely follow-up and resolution.
Lead team initiatives and special projects, resolving incidents and maintaining strong stakeholder relationships.
Required Experience and Skills
Knowledge and experience in APIs/Web Portals incidents replication
Demonstrate problem-solving skills and a passion for continuous improvement.
Use research and troubleshooting skills to identify and resolve system issues.
Basic knowledge about RESTful pattern design.
Familiarity analyzing data from XML/JSON formats.
Minimum knowledge of SQL.
Knowledge in the use of logging and monitoring tools (basic knowledge-user level): Grafana, Kibana, OpenSearch...
Experience supporting API based software development products.
Be able to run services locally and debug to find the root of issue.
Work under moderate supervision with latitude for independent judgement.
Java knowledge to be able to develop and implement fixes.
Experience managing multiple software projects, product requirements and keeping documentation up to date.
High experience with database systems to use SQL queries to perform deep dives into customer data.
Excellent problem-solving skills, with the ability to communicate complex technical information in a clear and concise manner.
Strong analytical skills with a data driven mindset.
Create tools or scripts to facilitate and automate tasks.
Familiarity with CI/CD pipelines
Experience with Git commands and workflows.
Liaise with the product and engineering teams to relay technical feedback and push for features and improvements.
Ability to assume some L3 tasks and responsibilities.
3+ years experience in L2 support level, including incidents analysis
Advanced English
You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.
As well as an attractive benefits package you will be able to work:
Within an innovative, engaging and multicultural environment.
Have the opportunity to build strong and lasting business relationships and friendships from around the world.
Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.
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