NOC Technician

HBX Group 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 HBX Group, 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.##
*
* JOB DESCRIPTION:

**# The NOC technician is primarily dedicated to actively identifying and escalate potential incidents and irregularities within the operational environment. This includes conducting in-depth analysis of detected incidents to determine their nature, potential impact, and required course of action. Moreover, it involves effectively managing and responding to incidents by implementing appropriate resolution measures, ensuring proper documentation, and communication. Compliance with established standards and protocols, coupled with the provision of comprehensive incident reports for further review and preventive action, is a critical aspect of the role.

Furthermore, contributing to the ongoing enhancement of incident detection and analysis processes to improve the organization's capacity to identify and address potential risks, as well as fostering collaboration and coordination with relevant stakeholders, are essential components of this role.#
** Accountabilities and responsibilities*** # Incident Detection, Identification and Escalation:
Employing keen observation and operational knowledge to detect and identify potential incidents, anomalies, and irregularities within the operational environment, utilizing available monitoring and detection tools effectively and ultimately escalate to the corresponding solution team.* # Comprehensive Incident Analysis:
Carrying out thorough analysis and assessment of detected incidents to determine their nature, scope, and potential impact, enabling accurate decision-making and swift incident response.* # Adherence to Standards and Protocols:
Compliance with established operational standards, protocols, and best practices, and proactive participation in the development and enhancement of incident management procedures and guidelines of HBX Group.* # Incident Reporting and Communication:
Collaborating with the Major Incident Management team to provide timely and accurate incident reports, contributing to a transparent incident communication process that facilitates informed decision-making and preventive action.* # Continuous Improvement and Learning:
Actively contributing to the ongoing enhancement of incident detection and analysis processes to improve the organization's operational resilience and engaging in professional development and learning activities to stay abreast of evolving incident management techniques and technologies.# #
** Key stakeholders*** # Reporting directly to the
** NOC Lead
** and in constant daily/weekly contact to keep alignment across the rest of the IT Operations teams and overall goals.* # Interacting with
** other teams across technology**, including Technology Platform, Architecture, Development and Product, to align on incidents management.# #
** Decision making authority**# Responding to the NOC lead with autonomy and independence in executing incident detection, analysis, and management tasks. Technician Level 1 in the NOC hierarchy operate without a reporting structure below them, enabling them to make critical decisions within their designated scope, aligning with the strategic directives and objectives set forth by the NOC lead.# #
** Position…