Operations Specialist

Overview

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees  passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

This role sits within Expedia’s Traveler & Partner Service Platform (TPSP) Product & Technology organization, which builds the core capabilities and experiences that power customer service across the global Expedia ecosystem. We enable travelers and partners to receive world-class support through a combination of human assistance and AI-driven service experiences.

The Operations Specialist will monitor and support all contact center and technical operations in a 24×7 environment, ensuring optimal system performance and service delivery. This role requires real-time monitoring, incident handling, and collaboration with global teams to maintain operational excellence.

• Deliver a variety of technology services to end users, both remotely and onsite, with a focus on reliability and timeliness.
• Provide exceptional customer service; prioritize clear communication, professionalism, and client satisfaction in all interactions.
• Troubleshoot incidents, identify root causes, document resolutions, and recurring issues to improve operational stability.
• Monitor and manage network device health, performance, and configuration across firewalls, routers, load balancers, and smart switches.
• Support and maintain Windows systems by coordinating and applying OS patches, security updates, and routine maintenance.
• Support telephony and contact center systems, including basic call routing, SIP troubleshooting, and integration support for agents.
• Provide hands-on support to contact center agents and other end users, resolving hardware, software, and connectivity issues.
• Maintain and troubleshoot Salesforce, Omnichannel, and related operational tools in collaboration with internal teams.
• Partner with Security teams to enforce compliance standards, security best practices, and remediation of identified vulnerabilities.
• Participate in on-call rotations and handle escalations, ensuring timely follow-up and resolution during off-hours as required.
• Use strong problem-solving, organizational, and business communication skills to deliver technology solutions and collaborate with team members.
• Create and maintain technical documentation, knowledge base articles, and runbooks to support team efficiency and client enablement.

• 1-2+ years of experience as an L1 support engineer or technical operations environment.
• Hands-on experience with:
• Firewalls (e.g., Palo Alto, Fortinet, Cisco ASA)
• Load Balancers (F5, Citrix Netscaler, or similar)
• Routers & Smart Switches
• Strong understanding of network protocols (TCP/IP, DNS, DHCP, VLANs, routing)
• Basic knowledge of telephony (SIP, VoIP routing, call flow)
• Experience supporting Salesforce & Omnichannel workflows (case routing, agent availability, queues)
• Proficiency in Windows troubleshooting—performance issues, patch management, logs, system diagnostics
• Understanding of ITIL concepts:
  Incident, Problem, and Change Management is a plus
• Ability to work in a fast-paced, SLA-driven operational environment.

• Exposure to cloud environments (AWS, Azure, or GCP).
• Experience working with monitoring tools (Haystack, Datadog, Splunk, etc.).
• Certification(s) such as CCNA, Network+, or Windows Admin certifications

• Strong analytical and troubleshooting skills.
• Excellent communication and cross-team…