GENERAL SUMMARY We are looking for a skilled and motivated IT Support Manager based in India to manage and oversee our IT support operations. This role involves managing a team of support technicians in India, ensuring timely and effective resolution of technical issues, and collaborating closely with our US-based IT team. The ideal candidate will have strong leadership capabilities, a customer-first mindset, and a solid technical foundation. ORGANIZATIONAL RELATIONSHIP Under the general supervision of the Senior Manager, IT Support, the IT Support Manager works closely with the IT Operations team to prioritize and resolve end-user, server, and network problems. The IT Support Manager, along with their team, serves as the initial contact for all associates with inquiries or issues regarding their hardware or software usage. DUTIES & RESPONSIBILITIES Acknowledge receipt of end-user issues forwarded for IT Support and follow up with users to ensure both customer satisfaction and adherence to Service Level Agreements (SLAs). Manage and support laptops, desktops, Apple iOS and Android mobile devices, WiFi/LAN connections, printers, phones, and faxes. Address user inquiries concerning computer software or hardware operation to resolve problems. Resolve technical issues by directly engaging with end users either at their workstation or remotely, utilizing remote access to observe their actions and take control of their computer to address the issue. Conduct intricate troubleshooting of IT environments including operating systems, networks, applications, and hardware. Document all trouble tickets accurately and record remedial actions taken. Manage the handoff of ticket queues to and from the US team. Propose measures to mitigate repetitive problems from reoccurring. Update training materials and procedures, and train users in the proper utilization of hardware or software. Load and verify the correct operation of software and OS packages (imaging). Perform computer system asset tracking and inventory management. Manage the IT support team in India, ensuring high-quality service delivery. Serve as an escalation point for complex technical issues. Coordinate with the US-based IT team, including participating in at least two hours of meetings per week during US business hours. Maintain and update IT documentation, Standard Operating Procedures (SOPs), and knowledge base articles. Manage IT assets, user onboarding/offboarding, and software/hardware provisioning. Collaborate with the US IT team on projects, upgrades, and system rollouts. Ensure compliance with IT policies, security standards, and best practices. QUALIFICATIONS Experience supporting: Windows 10/11, macOS, iOS, Android. Microsoft 365, Entra ID, Active Directory, and common enterprise applications Networking concepts, hardware troubleshooting, remote support tools New computer builds, imaging software Servers (Windows 2012/2016/2019/2022) preferred ITSM/ticketing tools (Jira) preferred Microsoft Dynamics 365 preferred 5+ years of experience in IT support, with at least 2 years in a managerial or supervisory role. WORKING CONDITIONS This is a full-time position with standard working hours from Monday to Friday between 8:30 AM and 5:30 PM local time. This role operates under a hybrid working model, based out of the Preferred Travel Group Gurugram office. Associates are generally expected to work from the office 4-5 days per week. Availability for at least 2 hours per week during US business hours is required for team meetings and cooperation. Occasional support outside normal hours may be necessary. The office space is designed to be both aesthetically pleasing and functional, equipped with all necessary technology tools. The IT Support Manager primarily remains seated but will also need to visit user desks to provide assistance in person. Additionally, the IT Support Manager will move equipment, such as printers and computers, within the office (must be able to lift 50 lbs). Due to the widespread locations of remote offices across different time zones globally, the IT Support Manager and other IT Department members will share the responsibility of providing 24x7 support when required. DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

GENERAL SUMMARY The Director, Hotel Revenue Optimization – SAMEA (HROD) ensures maximum revenue generation for hotels within the region and to PHR through effective use of the PHR Central Reservation System and distribution channels. The HROD is an active part of the regional team supporting the region’s hotels in terms of providing insight to optimize hotel revenue, reservations/revenue analysis and consultation, new hotel implementation, account development and penetration, and other key aspects of the member/PHR relationship. ORGANIZATIONAL RELATIONSHIP Under the direct supervision of the Executive Vice President – SAMEA, the HROD works closely with the regional teams across the region. The HROM of SAMEA have a dotted line reporting relationship with HROD – SAMEA. The HROD works with the Hotel Revenue Optimization team, the GDS, Central Implementations, Finance, Sales and Marketing departments. The HROD will interact with the account management team of Preferred’s provider of Central Reservations and other distribution partners. DUTIES & RESPONSIBILITIES A. Strategic Revenue Optimization Support: The HROD will be charged with driving top-line transactional revenue for the region by providing strategic guidance to regional teams and hotels. This includes setting revenue strategies, training on new products and technologies, and influencing General Managers, corporate / regional teams, and hotel revenue teams to execute PHR recommendations that drives up revenues. B. Hotel Business Reviews: Perform regularly scheduled reviews of hotels. The role will provide insights to ensure the regional teams business reviews of hotels are in accordance with PHR service level standards and as agreed upon by Regional management. These reviews include, but are not limited to: rate analysis, availability, CRS and GDS optimization, sales strategies and competitive set information. Use of external data (such as Agency360, Cvent, etc) is expected where available. Communicate results of reviews, along with recommendations or corrective actions, to the hotel, Regional Management and PHR Corporate. C. Hotel Support : Conduct ongoing revenue strategy sessions with each hotel. Direct hotels to appropriate help resources and provide direct support as defined via the PHR Corporate Revenue Management Certification Process and focused for the unique need of each hotel. Work alongside Central Services, GDS and Sales to provide guidance on optimization of tactic/strategy where needed. Support the development of Preferred Hospitality Solutions by identifying revenue optimization consulting opportunities for member hotels, and assist these projects where needed. D. Hotel Onboarding: Support the Regional teams with strategic insight to channel, rate and distribution optimization during contracting and implementation phase. Ensure implementation timeline is achieved. Direct hotels to appropriate help resources and provide direct support as defined via the PHR Corporate Revenue Management Certification Process and focused for the unique need of each hotel. E. Central Reservations, Distribution and Revenue Management Subject Matter Expert: Provide information to Regional Management on changes, enhancements and general updates on PHR central reservations system, distribution channels, distribution opportunities and ProTools. Implement as agreed upon. Lead the PHR monthly HROD calls. The HROD will contribute to the development of Preferred’s distribution strategy and may have regional responsibility for distribution channels. F. Regional Reservation and Profit Analysis : Provide analysis to EVP/ AMD on overall reservation past and pace transaction data and profit including recommendations for channel maximization and improvements to hotel and PHR revenue. G. Market Intelligence : Present competitive market data for distribution channels to contribute to channel and revenue maximization in region. Use external resources such as (but not limited to) Agency360, STR to provide strategies to assist hotels in optimizing revenue. H. Sales and Marketing Alignment: Work with Corporate and Group Sales to influence hotels to accept revenue generating business based on hotel strategy. Encourage hotels to use PHR and other marketing opportunities (such as GDS or SEO) to maximize hotel revenue potential. I. Support Executive Vice President/ Area Managing Director : Support as needed related to member services, retention of existing members, P&L management, drive loyalty memberships, development of new hotels and other revenue generating initiatives. J. Maintain Certification. Complete requirements to maintain PHR Corporate Revenue Management Certification on an annual basis. K. Relationship Management with Alliance partners: Where applicable the role is responsible for maintaining and managing relationships at regional level with relevant Alliance partners. QUALIFICATIONS Worker characteristics are normally acquired through the completion of a university degree program or related hotel/travel industry experience. Completed and maintained PHR’s Revenue Account Management Certification. {this qualification can be waived for a new hire, with a requirement of completion with six months}. Minimum ten years hospitality or travel industry experience including six years multi-hotel / area revenue management operations experience. Proven understanding of the principles of distribution, pricing and revenue management demonstrated through case study of own experience. Sales, Reservations, Distribution, and/or Revenue Management experience preferred. Knowledge of GDS and CRS systems. Excellent relationship building skills; customer service oriented; ability to manage multiple tasks; analytical ability to interpret statistical data; proven presentation skills. WORKING CONDITIONS Working environment is located in New Delhi. The office space is elegantly as well as functionally decorated including all required technology tools. Incumbent is seated most of the time when in the office. Travel 30-50% of time as appropriate to support the overall expectation of the position.

GENERAL SUMMARY The Director, Hotel Revenue Optimization – SAMEA (HROD) ensures maximum revenue generation for hotels within the region and to PHR through effective use of the PHR Central Reservation System and distribution channels. The HROD is an active part of the regional team supporting the region’s hotels in terms of providing insight to optimize hotel revenue, reservations/revenue analysis and consultation, new hotel implementation, account development and penetration, and other key aspects of the member/PHR relationship. ORGANIZATIONAL RELATIONSHIP Under the direct supervision of the Executive Vice President – SAMEA, the HROD works closely with the regional teams across the region. The HROM of SAMEA have a dotted line reporting relationship with HROD – SAMEA. The HROD works with the Hotel Revenue Optimization team, the GDS, Central Implementations, Finance, Sales and Marketing departments. The HROD will interact with the account management team of Preferred’s provider of Central Reservations and other distribution partners. DUTIES & RESPONSIBILITIES A. Strategic Revenue Optimization Support: The HROD will be charged with driving top-line transactional revenue for the region by providing strategic guidance to regional teams and hotels. This includes setting revenue strategies, training on new products and technologies, and influencing General Managers, corporate / regional teams, and hotel revenue teams to execute PHR recommendations that drives up revenues. B. Hotel Business Reviews: Perform regularly scheduled reviews of hotels. The role will provide insights to ensure the regional teams business reviews of hotels are in accordance with PHR service level standards and as agreed upon by Regional management. These reviews include, but are not limited to: rate analysis, availability, CRS and GDS optimization, sales strategies and competitive set information. Use of external data (such as Agency360, Cvent, etc) is expected where available. Communicate results of reviews, along with recommendations or corrective actions, to the hotel, Regional Management and PHR Corporate. C. Hotel Support : Conduct ongoing revenue strategy sessions with each hotel. Direct hotels to appropriate help resources and provide direct support as defined via the PHR Corporate Revenue Management Certification Process and focused for the unique need of each hotel. Work alongside Central Services, GDS and Sales to provide guidance on optimization of tactic/strategy where needed. Support the development of Preferred Hospitality Solutions by identifying revenue optimization consulting opportunities for member hotels, and assist these projects where needed. D. Hotel Onboarding: Support the Regional teams with strategic insight to channel, rate and distribution optimization during contracting and implementation phase. Ensure implementation timeline is achieved. Direct hotels to appropriate help resources and provide direct support as defined via the PHR Corporate Revenue Management Certification Process and focused for the unique need of each hotel. E. Central Reservations, Distribution and Revenue Management Subject Matter Expert: Provide information to Regional Management on changes, enhancements and general updates on PHR central reservations system, distribution channels, distribution opportunities and ProTools. Implement as agreed upon. Lead the PHR monthly HROD calls. The HROD will contribute to the development of Preferred’s distribution strategy and may have regional responsibility for distribution channels. F. Regional Reservation and Profit Analysis : Provide analysis to EVP/ AMD on overall reservation past and pace transaction data and profit including recommendations for channel maximization and improvements to hotel and PHR revenue. G. Market Intelligence : Present competitive market data for distribution channels to contribute to channel and revenue maximization in region. Use external resources such as (but not limited to) Agency360, STR to provide strategies to assist hotels in optimizing revenue. H. Sales and Marketing Alignment: Work with Corporate and Group Sales to influence hotels to accept revenue generating business based on hotel strategy. Encourage hotels to use PHR and other marketing opportunities (such as GDS or SEO) to maximize hotel revenue potential. I. Support Executive Vice President/ Area Managing Director : Support as needed related to member services, retention of existing members, P&L management, drive loyalty memberships, development of new hotels and other revenue generating initiatives. J. Maintain Certification. Complete requirements to maintain PHR Corporate Revenue Management Certification on an annual basis. K. Relationship Management with Alliance partners: Where applicable the role is responsible for maintaining and managing relationships at regional level with relevant Alliance partners. QUALIFICATIONS Worker characteristics are normally acquired through the completion of a university degree program or related hotel/travel industry experience. Completed and maintained PHR’s Revenue Account Management Certification. {this qualification can be waived for a new hire, with a requirement of completion with six months}. Minimum ten years hospitality or travel industry experience including six years multi-hotel / area revenue management operations experience. Proven understanding of the principles of distribution, pricing and revenue management demonstrated through case study of own experience. Sales, Reservations, Distribution, and/or Revenue Management experience preferred. Knowledge of GDS and CRS systems. Excellent relationship building skills; customer service oriented; ability to manage multiple tasks; analytical ability to interpret statistical data; proven presentation skills. WORKING CONDITIONS Working environment is located in New Delhi. The office space is elegantly as well as functionally decorated including all required technology tools. Incumbent is seated most of the time when in the office. Travel 30-50% of time as appropriate to support the overall expectation of the position.

The Director, Hotel Revenue Optimization SAMEA (HROD) plays a crucial role in maximizing revenue generation for hotels in the region and for PHR by effectively utilizing the PHR Central Reservation System and distribution channels. As an active member of the regional team, the HROD provides valuable insights to optimize hotel revenue, performs reservations and revenue analysis, offers consultations, supports new hotel implementation, facilitates account development and penetration, and manages other key aspects of the member/PHR relationship. Under the direct supervision of the Executive Vice President SAMEA, the HROD collaborates closely with regional teams across the region. The role involves a dotted line reporting relationship with HROD SAMEA and requires collaboration with various departments including Hotel Revenue Optimization team, GDS, Central Implementations, Finance, Sales, and Marketing departments. Additionally, the HROD interacts with the account management team of Preferred's provider of Central Reservations and other distribution partners. Key Responsibilities: 1. Strategic Revenue Optimization Support: Drive top-line transactional revenue by providing strategic guidance to regional teams and hotels, setting revenue strategies, and influencing stakeholders to execute PHR recommendations effectively. 2. Hotel Business Reviews: Conduct regular hotel reviews to ensure compliance with PHR service level standards, analyze rates, availability, CRS and GDS optimization, sales strategies, and competitive set information. 3. Hotel Support: Conduct revenue strategy sessions with each hotel, provide support as per unique needs, and identify revenue optimization consulting opportunities. 4. Hotel Onboarding: Support regional teams with channel, rate, and distribution optimization during contracting and implementation, ensuring timely execution. 5. Subject Matter Expertise: Provide information on central reservations system, distribution channels, and revenue management to Regional Management, contribute to distribution strategy, and lead monthly HROD calls. 6. Reservation and Profit Analysis: Provide analysis on reservation data, profit, and channel maximization recommendations to senior management. 7. Market Intelligence: Present competitive market data to assist hotels in revenue optimization. 8. Sales and Marketing Alignment: Collaborate with Sales teams to generate revenue, encourage the use of marketing opportunities to maximize revenue potential. 9. Executive Support: Assist Executive Vice President/Area Managing Director in member services, retention, P&L management, and revenue initiatives. 10. Maintain Certification: Fulfill requirements to maintain PHR Corporate Revenue Management Certification annually. 11. Alliance Partner Management: Manage relationships with relevant Alliance partners at the regional level. Qualifications: - University degree or related industry experience. - PHRs Revenue Account Management Certification. - Minimum ten years of hospitality or travel industry experience with six years in multi-hotel revenue management. - Understanding of distribution, pricing, and revenue management principles. - Experience in Sales, Reservations, Distribution, and/or Revenue Management. - Knowledge of GDS and CRS systems. - Strong relationship building, customer service, multitasking, analytical, and presentation skills. Working Conditions: The role is based in New Delhi and requires travel up to 30-50% of the time to fulfill job expectations. The office environment is elegantly furnished with all necessary technology tools, and the incumbent is primarily seated when in the office.,