Operations Technical Specialist

Company Description TRAVELBULLZ.COM was founded in August 2010 with a goal to revolutionize and redefine the Wholesale Business in the Travel Trade. With state-of-the-art technology and over 150,000 hotels in more than 100 countries, we offer a wide range of travel services. Our teams across our offices are committed to a Customer First Approach and have received coveted awards for our exceptional services.

About the role:

You will be the first line of truth for internal issue reports and enhancement requests. You will reproduce and validate problems, define clear tickets, prioritise with stakeholders, assign to developers, track end-to-end, and verify fixes in UAT before production. You'll also create SOPs, train users, and keep release notes/current state docs tidy.

Key Responsibilities

Intake & Triage

a. Gather requests from Tech/Operations/Business via Desk/Forms.

b. Reproduce, confirm scope/impact, collect logs/screens, and classify (bug vs. change).

c. Define severity/priority (P0P3) and expected behaviour; reject non-issues with rationale.

Ticketing & Flow

a. Create crisp tickets (Steps to Reproduce, Expected vs Actual, Evidence, Env).

b. Assign to the right developer/team; set SLAs and due dates.

c. Track progress; unblock devs with missing info; drive daily/weekly standups for blockers.

UAT & Quality

a. Write test cases; maintain UAT checklists and acceptance criteria.

b. Validate fixes in UAT/staging, run regression on impacted modules.

c. Greenlight deployment or bounce back with clear gaps.

Release Hygiene

a. Prepare release notes (what changed, who's impacted, rollback plan).

b. Smoke-test after deploy; confirm monitoring/alerts; close tickets with evidence.

Reporting & Governance

a. Weekly dashboards: issue volume, SLA breach rate, reopen rate, time-to-first-response, time-to-resolution, top recurring defects.

b. Recommend process or product improvements to cut repeat issues.

Must-Have Skills & Experience

36 years in Product/Technical Application Support L2 / QA / Business Analysis / Product Ops.

Strong debugging mindset; able to reproduce issues reliably.

Hands-on with ticketing platform, documentation, API testing (Postman)

Solid test case writing, UAT/regression practice, and release coordination.

Clear written/spoken communication; stakeholder management across tech & business.

Nice-to-Have (Plus Points)

Travel-tech domain

JSON/XML familiarity, understanding of APIs, webhooks, and status codes.