Support Engineer / IT Operations Analyst

Sabre; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Sabre is seeking a capable Application Production Support professional to join our Bengaluru team. You will analyze incidents, troubleshoot technology products, and coordinate with cross-functional teams to resolve issues promptly.

The role emphasizes cloud exposure (AWS/GCP), OS concepts, Oracle/SQL, and strong communication. You will work in a fast-paced environment, maintain documentation, and ensure uptime per customer SLAs while contributing to knowledge bases and runbooks for ongoing

Qualifications

• 2+ years of application production support (L1/L2) experience
• Excellent written and verbal communication skills
• Good time-management skills
• Hands-on experience with apps hosted on cloud: AWS/GCP; OS concepts and databases like Oracle/SQL

Responsibilities

• Analyze and consult on implementation and troubleshooting of technology products/application support
• Categorize issues for escalation to appropriate technical teams; communicate with system owners/on-call to lead operations bridge
• Perform day-to-day activities following documented work instructions and KB; triage and assign as per KB
• Create Knowledge Transfer documents, run-books, topology diagrams; document actions per policies
• Work in a fast-paced, team-oriented environment with strong initiative and organization
• Ensure platform availability and address operational issues per SLAs, participate in tech bridges when needed

Skills

Communication

Time management

Teamwork

Self-discipline

Education

MCA/B.E/B.Tech/M.E/M.Tech/BSC/BA/BSC

Tools

AWS

GCP

Windows

Unix/Linux

Oracle

SQL

Networking concepts

DevOps

JIRA

ServiceNow

Splunk

Job description

Job Description

About Us:

Sabre is the global leader in innovative technology that leads the travel industry. We are always looking for bright and driven people who have a penchant for technology, are hackers at heart and want to hone their skills. If you are interested in challenging work, being part of a global team, and solving complex problems through technology, business intelligence and analytics, and Agile practices - then Sabre is right for you! It is our people who develop and deliver powerful solutions that meet the current and future needs for our airline, hotel, and travel agency customers.

Responsibilities:

• Analyze and consult on implementation and troubleshooting of technology products/application support
• Categorize issues for escalation to appropriate technical teams. Communicate system owners/on-call to and lead operations bridge
• Works on day-to-day activities following documented work instructions with pre-defined process and procedures and operational tasks as documented in KB. Also, do initial triage and assign as per KB
• Documentation skills for processes and procedures (creating Knowledge Transfer documents, run-books, topology etc.)
• Ability to work in a team-oriented environment that is fast-paced and demanding
• Must be self-directed, have excellent initiative and organizational skills
• Ability to handle multiple demands with a sense of urgency, drive and energy and with the ability to deliver on time
• Identify Potential Significant incident & engage IM or PM Teams for follow-up action
• Provide timely response to all incidents, outages and performance alerts
• Document all actions in accordance with standard company policies and procedures
• Provide first-line investigation and diagnosis of all Incidents and Service
• Commit availability as per 24x7 shift schedules and actively perform the work assigned, supporting high uptime requirements
• Participate in Tech Bridges Actively. Engage teams promptly, whenever needed
• Ensuring platform availability and addressing operational issues as they arise in accordance with internal and customer SLAs
• Knowledge resource on multiple projects/initiatives across the company for a variety of internal/external customers
• Coordinating infrastructure maintenance and upgrades with our Application teams
• Assist Change Management tasks, by coordinating them with Release Management and Application teams, as well as implementing changes with assistance from development team
• undefined
  

  Experience:

  2+ years of application production support: L1/L2 experienceExcellent written and verbal communication skillsGood time-management skills
  

  Mandatory Skills:

  Hands-on experience with apps hosted on cloud: AWS/GCPAdvance understanding of:WindowsUnix/LinuxOracle, SQLNetwork and Computer OperationsAnalytical capabilitiesDevOps working experienceNetworking concepts - DNS, OSI model, HTTP/S, SSL certificates, SSL/TLS, Proxy, Load balancers, Firewalls, Caching, etcOS Concepts - Filesystem, Memory and Storage, I/O Management, Sockets, Threads, Concurrency etc
  

  Nice to have skills:

  Advanced understanding of web-based architecture and development techniquesExperience on tools like SharePoint, JIRA, Service Now, puppet/ansible, Splunk, App DynamicsMQ series knowledge, F5Experience in complex, high availability systems would be a plus point
  

  Education:

  MCA/B.E/B.Tech/M.E/M.Tech/BSC/BA/BSC