Technical Operations Analyst II

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

About the team

The AI & Automation Team onboards and manages AI tools, and partners with teams across Expedia Group to create innovative products and services. We deliver high-quality experiences for employees worldwide with best-in-class technology to boost productivity and enable AI in the flow of work.

About the role

We're hiring a Technical Operations Analyst II to keep our enterprise AI platforms reliable and to turn the data they produce into decisions. Many of our apps are vendor-managed, so you'll work with vendors to get the data and fixes we need. You'll sit between the engineers who build our telemetry and integrations, the vendors who run parts of our stack, and the leaders who rely on both: investigating incidents, watching the signals, and showing how our AI tools perform, how they are adopted and what they cost.

This is a technical, data-driven analyst role, not a software engineering role.

In this role, you will

• Own observability for our AI platforms and integrations: take in Open Telemetry and platform telemetry and turn it into clear reporting and recommendations on reliability, performance, usage and cost, including token consumption and spend.
• Manage vendors for our vendor-managed apps: track logged issues to resolution against agreed service levels, elevate when needed, and secure the telemetry, usage and audit data they own.
• Lead first response and cross-team investigation for incidents, restore service quickly, write evidence-based incident reports, and harden runbooks and preventive checks so issues don't recur.
• Design SLO-aligned monitors, tune alerts to cut noise, and correlate tickets, alerts, telemetry and vendor reports to surface systemic risks and prioritize fixes by impact.
• Build and maintain BI dashboards and reports with metric definitions consistent with enterprise standards, and model demand and capacity to recommend changes.
• Identify routine diagnostic and reporting work to automate, and partner with engineering owners to implement it.
• Design AI-ready knowledge articles, runbooks and self-service content, and measure ticket deflection and customer satisfaction.
• Plan and run cross-team changes, such as tool rollouts and feature adoption, and measure uptake.
• Mentor peers and build relationships across engineering, support, security, vendors and business teams.

Minimum qualifications

• Bachelor's degree, Master's degree or equivalent professional experience.
• 2+ years of experience in technical operations, application or production support, or monitoring (or 0-2 years with a Master's degree).
• Hands-on incident and problem management experience, including coordinating response across teams and writing root cause and incident summaries.
• Experience with monitoring and observability tools (for example Datadog, Splunk, Dynatrace or Cloud Watch), including building dashboards and tuning alerts.
• Experience managing vendor or third-party support relationships, including tracking issues to resolution against service levels.
• Comfort analyzing data to find trends and reporting on it, using spreadsheets and a BI or dashboard tool.
• Working knowledge of AI assistants and LLM-based tools, including how to validate AI-generated guidance and spot hallucinations or risky outputs.
• Clear written and verbal communication, with the ability to explain technical findings to technical and non-technical audiences.
• Ability to quantify the impact of operational issues and propose cost-effective fixes.

Preferred qualifications

• Experience with Open Telemetry or similar telemetry pipelines, and with SLO and SLI reporting.
• Experience managing vendors of SaaS or enterprise platforms, including escalations and service-level reviews.
• Experience…