Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Technical Operations Specialist

Our Technology Team partners with teams across Expedia Group to create innovative products, services, and tools to deliver high-quality experiences for travelers, partners, and our employees. A singular technology platform powered by data and machine learning provides secure, differentiated, and personalized experiences that drive loyalty and traveler satisfaction.

Introduction to the team

The Operations Specialist will monitor and support all contact center and technical operations in a 24×7 environment, ensuring optimal system performance and service delivery. This role requires real-time monitoring, incident handling, and collaboration with global teams to maintain operational excellence.

In this role, you will:

• Monitor system performance and security, implementing necessary updates and patches to ensure optimal operation. Provide prompt technical support and troubleshooting for agents issues across Traveler org. Well-versed in performing windows/OS troubleshooting and maintaining prompt recovery procedures.
• Efficiently manage and resolve incidents and service tickets within the predefined SLA, ensuring timely closure.
• Analyze and identify performance trends, assess potential risks, and implement proactive corrective actions where necessary.
• Collaborate with contact centers and relevant stakeholders to effectively address and mitigate performance impacts.
• Escalate and track outages related to network, routing, or application systems following established protocols and procedures.
• Prepare, analyze, and distribute daily and ad hoc operational reports to stakeholders, ensuring data accuracy and relevance.
• Regularly conduct health checks utilizing monitoring dashboards and performance metrics.
• Provide support for system upgrades, patching, and software installations, ensuring minimal disruption to site operations.
• Troubleshoot and resolve hardware, software, and network issues, including but not limited to Windows OS, LAN, browsers, VPN, antivirus, Zscaler, Okta, Salesforce and Cisco AnyConnect.
• Deliver remote user support using tools like Zoom and Slack, and coordinate with TPSP Engineering and third-party providers (e.g., AWS, Salesforce) for issue resolution.
• Assist in special projects and crisis monitoring as assigned by management, ensuring timely and effective execution.

Experience and qualifications:

• 5+ years in a 24×7 incident response or operations environment
• Must have strong understanding of Windows OS, CRM tools (Salesforce, ServiceNow)
• Good to have: GDS tools (Amadeus, Sabre, Farelogix), and monitoring tools (Splunk, DataDog preferred)
• Excellent communication, analytical, and problem-solving skills.
• Familiarity with ITIL, Agile, Six Sigma, or Lean methodologies.
• Calm under pressure, adept at managing complex systems and driving service improvements in a fast-paced, eCommerce-focused setting.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.