Georgia Employer Hiring for SENIOR SERVICE DELIVERY PARTNER I at Atlanta, Georgia Full Time

Travelport is a place of opportunity. It’s our incredible team that makes our company great – our people drive our winning culture.What’s Travelport?Travelport is a worldwide travel retail platform. Our next-generation marketplace connects buyers and sellers that share our passion for delivering exceptional travel experiences. Unconflicted and independent, we are reinventing a simpler future for travel’s complex ecosystem.What does a great Senior Technical Customer Advocate do?Primary technical contact, liaison and authoritative source of information regarding all technology, infrastructure, integration and operational solutions/problems for Travelport’ s Strategic Airline, OTA and Travel Agency Customers.Responsibilities:Develops and administrators an enterprise Problem Management philosophy for Data Centre impacts and chronic issues.Provide 24×7 on-call support for customer escalation during operational impacts:Provide updates to customer during any high severity incidents.Provide Root Cause Analysis after any high severity event.Provide technical teams with customer experience during impactsProactively addresses improvement opportunities for Incident, Problem and Change Management.Builds positive internal customer relationships hosting periodic Operations and Strategic customer meetings:Review Recent Impacts, Scheduled Changes, Technology Project Status, and Customer Operational ConcernsSchedule and Chair recurring ExchangesReview Past PerformanceReview Customer Operational ConcernsReview Travelport Data Center Technology ChangesReview Customer Growth Plans (Planned Message Volume Growth)Manages all escalated customer issues and concerns through appropriate channels and partnerships.Participates in the Change Advisory Board (CAB), ensuring scheduled change activities are appropriately vetted and communicated to Travelport’s customers.Primary (bi-directional) escalation point for operational and technology concerns or questions for assigned customers and as required:Assess impact & urgency and compose detailed, accurate impact statementsQuickly identify needed support teams and engage them for triage and resolution activitiesCoordinate audio conference bridges for major incidents to bring together all teams and vendors required to resolve the incidentEnsure that incident ticket communication/documentation is accurate, timely, clear, and conciseResponsible for relationship building with technology peers for Travelport’ s strategic customers.Gather and communicate customer requirements to the Technology teams (change, capacity, network, monitoring, and system)Third level escalation for operational impacts (after Helpdesk and TSD) and Problem Management for customer impacting events.Facilitate Chronic Problem ResolutionFollow-up and review of Travelport operational impacts with customers, including producing timely Incident Reports and Root Cause Analysis.Review and communicate all scheduled change activities that may affect assigned customers.Spread awareness of key customer issues to the Travelport organizations.Collaborate with customers on strategic issues and coordinate requirements with Travelport’ s Commercial division.Provide senior level project management for Travelport or customer initialed technology requirements, specifically related to the coordination and integration of activities across multiple company and functional lines.What we look for/who would prosper in this role?Demonstrates ability to consistently deliver high quality work products in line with the End-to-End Delivery Model process and advocated tools.Is considered to be a subject matter expert in an at least one area of Service Delivery, ITIL qualified preferable.Understands Line of Business and Functional Area roles and responsibilities as they relate to Travelport people, business, and clients.Able to supervise individuals,… For full info follow application link.