OTA escalation associate

Job description

**Department:** OTA **Employment Type:** Full-time, 6 Days/Week **Shift:** 24/7 Rotational Shifts (including night, weekend, and holiday shifts) **Location:** [Gurgaon HQ] **Role Overview** The Internal Escalation Associate is the operational backbone ensuring seamless synergy across OYOs core business verticals in OTA.  In this role, you will handle zero external customer interactions. Instead, you will be the central command center resolving high-priority, time-sensitive operational blockers escalated by our ground teams and partner support networks using our primary ticketing platform, **Global Desk**. You will drive cross-functional alignment between specialized internal teams to rectify property, tech, or booking anomalies instantly, ensuring every closed case is backed by a rigorous Root Cause Analysis (RCA). Given that hospitality operations run round-the-clock, this role operates on a **6-day work week with a 24/7 rotational shift matrix**. **Key Responsibilities** - **Cross-Functional De-escalation:** Act as the central bridge to resolve complex operational bottlenecks by aggressively collaborating across key internal departments: - **Ground Team & Partner Support:** Unblocking real-time, on-field property or patron challenges. - **Listing & Content Teams:** Rectifying inventory discrepancies, mapping errors, or incorrect property-detail displays. - **Revenue & Manual Teams:** Resolving dynamic pricing glitches, booking modifications, or reconciliation errors. - **Tech Team:** channel manager bugs disrupting daily hotel operations or internal tech glitches leading to issues - **Ticket Lifecycle Management (Global Desk):** Manage, update, and resolve internal queues on **Global Desk**, ensuring strict adherence to internal response and resolution SLAs. - **Mandatory Root Cause Analysis (RCA):** Own the ticket closure lifecycle. No escalation can be marked "Closed" on Global Desk without a definitive RCA mapping out *why* the failure occurred (e.g., system bug vs. process lapse) and proposing preventive measures. - **Trend Analysis:** Identify operational patterns or repetitive failures across specific hubs or property categories, feeding data back to process owners to optimize workflows. - **Seamless Handovers:** Maintain airtight handover documentation across the 24/7 rotational shifts to ensure ongoing, high-priority issues are monitored without gaps. **Shift & Work Structure Requirements** - **24/7/365 Rotational Roster:** Complete flexibility to work night shifts, weekends, and holidays to support round-the-clock hotel operations and guest check-in cycles. - **6-Day Work Week:** The position requires a disciplined 6-day commitment per week, with rotational weekly offs. **Qualifications & Skills** **Required:** - **Experience:** Open to **Freshers** with a strong willingness to learn, as well as candidates with up to 2 years of experience in Internal Support, Operations, or Process Management. - **Analytical Aptitude:** Strong logical thinking and problem-solving skills; ability to learn and conduct structured RCA (Root Cause Analysis) to diagnose operational flaws. - **Communication & Stakeholder Navigation:** Sharp professional communication skills to collaborate with, follow up on, and drive outcomes across multiple tech and business teams simultaneously. - **Tech Adaptability:** Comfort learning and navigating internal tools rapidly. Prior exposure to ticketing systems like **Global Desk** or similar platforms is a major plus, but not mandatory for freshers. - **Agility:** High energy and resilience to thrive and maintain calm in a high-velocity, metric-driven environment. **Preferred:** - Educational background in Business Administration, Hospitality, IT, or a related field. - Basic proficiency in MS Excel or Google Sheets for logging and tracking data.