Sr. EMS Analyst

Location: Gurgaon, India

Type: Hybrid

Shifts: Rotational  


Job Description

Who We Are:

Fareportal is a travel technology company powering a next-generation travel concierge service. Utilizing its innovative technology and company owned and operated global contact centres, Fareportal has built strong industry partnerships providing customers access to over 500 airlines, a million lodgings, and hundreds of car rental companies around the globe. With a portfolio of consumer travel brands including CheapOair and OneTravel, Fareportal enables consumers to book-online, on mobile apps for iOS and Android, by phone, or live chat. Fareportal provides its airline partners with access to a broad customer base that books high-yielding international travel and add-on ancillaries.


  • Fareportal is the number 1 privately held online travel company in flight volume.
  • Fareportal partners with over 500 airlines, 1 million lodgings, and hundreds of car rental companies worldwide.
  • 2019 annual sales exceeded $5 billion.
  • Fareportal sees over 150 million unique visitors annually to our desktop and mobile sites.
  • Fareportal, with its global workforce of over 2,600 employees, is strategically positioned with 9 offices in 6 countries and headquartered in New York City.

Key Responsibilities:

  • Monitor on 24×7 basis health of Servers/Network/Applications/Websites/APIs and report
  • alarms utilizing network/systems/Application/Websites monitoring tools.
  • Monitor performance, capacity, and availability of the network on an ongoing basis.
  • Recommend improvements in technologies and practices to increase uptime.
  • Collect and review performance reports for various systems, and report trends in Network,
  • Server, Application & Websites performance.
  • Provide timely response to all incidents, outages, and performance alerts. Categorize issues
  • for escalation to appropriate technical teams.
  • Ensure timely follow up with cross-functional teams via e-mails, phone calls and slack.
  • Design, develop, implement, and coordinate systems, policies, and procedures.
  • Conducts research on emerging products, services, protocols, and standards in support
  • of monitoring tool and development efforts. Liaise with vendors for the procurement of new
  • systems technologies, conduct POCs, oversee installation, and resolve adaptation issues.
  • Maintain ISO27001 & PCI audit compliance related documents and follow the procedures as
  • per the compliance guidelines.
  • Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids
  • are completed and continually modified to meet the needs of the department.
  • Ensures that the EMS team adheres to the Change Management process for any change in the
  • IT Infra across the globe.
  • Ensures that effective EMS representation takes place for the coordination of work processes
  • and projects with other departments and divisions.

Knowledge, Skills & Experience Required:

  • 2-5 years’ experience in Enterprise Monitoring Tools (like SCOM, Solarwinds, Application insight, Grafana), Applications, Server monitoring and troubleshooting or similar role.
  • Work experience on Windows Servers, SQL, Network equipment, Linux.
  • Familiarity with scripting, network security, firewalls or Linux environment.
  • Aptitude for learning new technologies, interest in professional development.
  • Bachelor’s Degree/Diploma in Computer Science, Information Systems, Engineering, Business or technical discipline.
  • Willing to do rotational shifts, 24 x 7.
  • Strong problem-solving and trouble-shooting skills.
  • Good Technical Skills in Networks, Firewalls, Servers.
  • Good communicator with a natural aptitude for dealing with people.

Knowledge, Skills & Experience Preferred:

  • Quick learner and able to deal with a wide range of issues.
  • Good analytical skills and able to collate and interpret data from various sources.
  • Should be a team player.
  • Ability to assess and prioritize faults and respond or escalate accordingly.

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