Job Description

If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the . This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.Operations and Traffic Analyst IThe Site Reliability Operations Insights team provides customer and system insights through customer feedback, live site monitoring, performance, and service availability analysis. We focus on supporting and improving the production environment through detecting improvement opportunities, friction points and quantifying the impact to drive prioritization with our product, technology, engineering and conversation platform teams.What youll do:Actively supervise customer experience through signals from customer feedback and monitoring the production environmentSystem Monitoring: Utilize Catchpoint, Splunk, and Datadog to monitor the performance and availability of all systems.Data Analysis: Analyze data collected from monitoring tools to identify trends, anomalies, and areas for improvement.Incident Management: Respond to and troubleshoot system outages or performance issues. Document incidents and follow up with post-mortem analysis.Performance Optimization: Work closely with other SRE team members to devise strategies to improve system reliability and performance.Reporting: Generate regular reports on system status, incident occurrences, and overall system health.Use wide range of tools (internal / 3rd party) to troubleshoot and investigate the issues reported by customers and translate the findings into business recommendationsIdentify and raise disruptions for any customer or agent-facing services or applicationsTranslate business impact on a global scale to support the determination of priority for a given issueWrite analytical narratives tailored to product needs that may push unlocked improvement opportunities in product backlogsEngage with internal product and technology teams to further analyze and gather informationProvide reporting and analytics of customer insights and how they impact the business, including regular and ad-hoc reportingFind opportunities to automate processes eliminating manual work and driving efficienciesUnderstand and follow processes and knowledge documents with integrityCollaborate with other teams to understand and stay updated on potential opportunities and work cohesively towards common goalsAssist on various projects and tasks as assigned by leadershipEffectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsShare complex content in simple language (verbal and written) and lead by example for the team to look up toWho you are:The qualified candidate possesses 3+ years of experience in the customer analytics spaceStrong analytical and quantitative skills - experience pulling, manipulating, and deriving insight off of data; SQL, Tableau, Adobe Analytics, Splunk, Datadog, CatchPointEntrepreneurial approach towards problems, meaning acumen and enthusiasm to solve abstract business problems by using data analyticsUnderstanding of Tech Ops workflows like incident management, production readiness and deployment, capturing failed customer interactions from live site monitors and identify signals for better customer experienceExperience using agile work management tools such as Jira, Planner or equivalentCritical thinking skills and logical reasoning abilities are important for being effective in the roleImplementing the scientific method with the ability to correlate various data sources to strengthen investigation results with multiple lines of evidenceUse of good judgment and attention to detail to identify issues, perform analysis and share findings with product, engineering and business teamsCapable of efficiently prioritizing and executing tasks in an evolving environmentA curious mind and interest to understand the nuances of a highly complex technology stack by performing self-motivated research to learn independentlyA strong commitment and willingness to learn as well as share your knowledge with the teamExcellent written and verbal English skillsAccountable - owns results and drives for further developmentNatural Sense of Curiosity - always looks to understand what, why, howValues working across functions - understands the benefit of every roleHas a Bias to Action - is results-oriented and acts with vitalityData Driven - uses data to support decisionsUnderstanding of customer lifecycle, experiences, and its drivers
on platform sites such as Google, AmazonUnderstanding of product campaigns, Test and Learns performed
on productsFamiliarity with distributed systems in cloud, such as: AWS,
Google Cloud, AzureCoding/scripting skills to automate manual effortsAbout Expedia GroupExpedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia\xc2\xae, Hotels.com\xc2\xae, Expedia\xc2\xae Partner Solutions, Vrbo\xc2\xae, trivago\xc2\xae, Orbitz\xc2\xae, Travelocity\xc2\xae, Hotwire\xc2\xae, Wotif\xc2\xae, ebookers\xc2\xae, CheapTickets\xc2\xae, Expedia Group Media Solutions, Expedia Local Expert\xc2\xae, CarRentals.com, and Expedia Cruises.\xc2\xa9 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50Employment opportunities and job offers at Expedia Group will always come from Expedia Groups Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless youre confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to 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 .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.

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