System Support Analyst

Role Overview: As a System Support Analyst at Egencia in Gurgaon, you will be part of a team dedicated to providing technical support and expertise for the industry-leading corporate travel platform. Your role will involve troubleshooting functional and technical issues related to business travelers and travel managers, ensuring a seamless user experience. You will collaborate closely with the global support team to deliver high-quality service and support to internal and external stakeholders, contributing to the evolution of the business travel industry. Key Responsibilities: - Manage the queue of cases and ensure timely resolution within the SLA for technical cases escalated to the team - Troubleshoot live site issues, engage relevant parties, and drive them to resolution - Generate and present metrics, reports, and define SLAs for the team - Document and refine team processes to enhance efficiency - Oversee the stability and uptime of the Front Office system, troubleshooting issues as they arise - Be flexible to work in shifts as required - Handle bug management by opening relevant bugs with technical information and prioritization for bug fixes - Participate in triage with product and business teams, running communication with key stakeholders to keep them informed of any issues - Analyze data from the incident management system to identify trends and patterns, taking proactive actions - Facilitate information flow from internal customers to product development teams, ensuring timely resolution of high-impact issues - Participate in key meetings with the global team, addressing case volume reduction through process or product changes - Stay updated on technology advancements and implement relevant changes to benefit the organization - Interact with customers, business stakeholders, and product development teams to improve cross-departmental processes Qualifications Required: - Bachelor of Engineering/Science degree preferred or equivalent experience - 3-6 years of experience in technical application support or travel industry support - Ability to write complex SQL queries and strong understanding of web technologies - Proficiency in HTML, ASP, and other programming skills; familiarity with Salesforce administration is a plus - Prior experience with Microsoft Dynamics Navision, Oracle, Sabre, Worldspan, and Amadeus is desirable - Knowledge of ITIL methodologies is advantageous - Strong technical troubleshooting and communication skills - Familiarity with SDLC, SCRUM, Agile methodologies, Sharepoint, and Microsoft Office - Excellent organizational, communication, and interpersonal skills - Ability to drive changes and build consensus across organizations - Experience in technical support queue resolution and troubleshooting web-based technical problems in a 2-3 tiered architecture Please note that Egencia is committed to providing equal employment opportunities to all individuals based on job-related qualifications and abilities, without any discrimination based on various characteristics. Role Overview: As a System Support Analyst at Egencia in Gurgaon, you will be part of a team dedicated to providing technical support and expertise for the industry-leading corporate travel platform. Your role will involve troubleshooting functional and technical issues related to business travelers and travel managers, ensuring a seamless user experience. You will collaborate closely with the global support team to deliver high-quality service and support to internal and external stakeholders, contributing to the evolution of the business travel industry. Key Responsibilities: - Manage the queue of cases and ensure timely resolution within the SLA for technical cases escalated to the team - Troubleshoot live site issues, engage relevant parties, and drive them to resolution - Generate and present metrics, reports, and define SLAs for the team - Document and refine team processes to enhance efficiency - Oversee the stability and uptime of the Front Office system, troubleshooting issues as they arise - Be flexible to work in shifts as required - Handle bug management by opening relevant bugs with technical information and prioritization for bug fixes - Participate in triage with product and business teams, running communication with key stakeholders to keep them informed of any issues - Analyze data from the incident management system to identify trends and patterns, taking proactive actions - Facilitate information flow from internal customers to product development teams, ensuring timely resolution of high-impact issues - Participate in key meetings with the global team, addressing case volume reduction through process or product changes - Stay updated on technology advancements and implement relevant changes to benefit the organization - Interact with customers, business stakeholders, and product development teams to improve cross-departmental processes Qualifications Required: - Bachelor of Engineering/Science