Operations Specialist

This role sits within Expedia’s Traveler & Partner Service Platform (TPSP) Product & Technology organization, which builds the core capabilities and experiences that power customer service across the global Expedia ecosystem. We enable travelers and partners to receive world-class support through a combination of human assistance and AI-driven service experiences.

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:

• Deliver a variety of technology services to end users, both remotely and onsite, with a focus on reliability and timeliness.

• Provide exceptional customer service; prioritize clear communication, professionalism, and client satisfaction in all interactions.

• Troubleshoot incidents, identify root causes, document resolutions, and recurring issues to improve operational stability.

• Monitor and manage network device health, performance, and configuration across firewalls, routers, load balancers, and smart switches.

• Support and maintain Windows systems by coordinating and applying OS patches, security updates, and routine maintenance.

• Support telephony and contact center systems, including basic call routing, SIP troubleshooting, and integration support for agents.

• Provide hands-on support to contact center agents and other end users, resolving hardware, software, and connectivity issues.

• Maintain and troubleshoot Salesforce, Omnichannel, and related operational tools in collaboration with internal teams.

• Partner with Security teams to enforce compliance standards, security best practices, and remediation of identified vulnerabilities.

• Participate in on-call rotations and handle escalations, ensuring timely follow-up and resolution during off-hours as required.

• Use strong problem-solving, organizational, and business communication skills to deliver technology solutions and collaborate with team members.

• Create and maintain technical documentation, knowledge base articles, and runbooks to support team efficiency and client enablement.

Experience & Qualifications:

• 1-2+ years of experience as an L1 support engineer or technical operations environment

• Hands-on experience with:

• Firewalls (e.g., Palo Alto, Fortinet, Cisco ASA)

• Load Balancers (F5, Citrix Netscaler, or similar)

• Routers & Smart Switches

• Strong understanding of network protocols (TCP/IP, DNS, DHCP, VLANs, routing).

• Basic knowledge of telephony (SIP, VoIP routing, call flow).

• Experience supporting Salesforce & Omnichannel workflows (case routing, agent availability, queues preferred).

• Proficiency in Windows troubleshooting—performance issues, patch management, logs, system diagnostics.

• Understanding of ITIL concepts: Incident, Problem, and Change Management is a plus.

• Ability to work in a fast-paced, SLA-driven operational environment.

Preferred Qualifications

• Exposure to cloud environments (AWS, Azure, or GCP).

• Experience working with monitoring tools (Haystack, Datadog, Splunk, etc.).

• Certification(s) such as CCNA, Network+, or Windows Admin certifications

Soft Skills

• Strong analytical and troubleshooting skills.

• Excellent communication and cross-team collaboration.

• Ability to manage multiple priorities under pressure.

• Detail-oriented with a focus on operational excellence.

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