.Major Incident & Problem Management SpecialistValènciaValencia, Valencian Community, ES HBX 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 Hotelbeds, 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.Our Major Incident and Problem Management team works focused to ensure the platform stability, managing the main issues, coordinating the teams and communicating the issue status across the company.MI&PM team Works work inside the Service Operations team but interacts heavily with the rest of the platform teams and product teams detecting, analyzing, and helping to resolve the main issues as soon as possible.Apart from that, the team oversees different recurrent stability meetings to report and track the main issues and actions agreed after an issue. After a critical issue, the team is responsible for the Root Cause Analysis document, agreeing with the teams on the mitigation actions and sharing the document across the company.We are looking for a Major Incident Manager with experience in ITIL framework with a good knowledge of the main technologies (cloud, k8s, Grafana, Kibana), Problem management, and root cause analysis methodology.The successful candidate will form part of a talented and motivated team of IT professionals focusing on ensuring the stability of the main services, reporting the main issues, and monitoring based on metrics and logs to detect problems before an outage. The company is immersed in a technological transformation becoming a travel-tech company and this role is fundamental to achieving this goal.Job ResponsibilitiesMonitor and detect problems on the platform and find trends to detect issues proactively.Communicate the major incidents and manage effectively the coordination of the resolution of those incidentsContinuously seek to improve all of the associated processes with inputs from partner teams and internal/external stakeholdersFacilitate the problem process in order to investigate the root cause and agree with the teams, on the actions needed in order to prevent other issues or reduce the impact.Do a follow-up of the tasks agreed.Analyze and suggest monitoring improvements
