API Consultant in Slough

Location: Slough
Salary: Hidden
Recruiter: Travelport
Job Hours: Unknown

The API Support Consultant will leverage domain expertise across all API products, but with specialist expertise in SOAP Universal API, and JSON REST API to provide consultancy and specialist support to Travelport’s largest third party and other developer customers.

These customers are using Travelport’s API product offerings to provide software and services to a large number of Travelport’s traditional customers who encompass the whole spectrum of agencies from Strategic Accounts to Partner Development globally.

This individual will have accountability to ensure that the EMEA API Optimisation team is on a path of continuous knowledge acquisition for the Universal and JSON REST APIs and ensuring that our support processes and value proposition evolves in line with this game changing new product.

The API Support Consultant will be the primary point of contact within EMA API Optimisation for both Product and Development teams to provide customer perspective on all areas of the API suite.

In addition, the API Support Consultant will make recommendations on potential enhancements and will ensure that there is direct line of sight from the Product and Development teams into the certification process such that it also can be evolved through experience.

This role will also be pivotal to ensuring effective information exchange and cascade of uAPI related information relevant to all teams involved with supporting the product globally.

The API Optimisation Consultant will leverage his/her expertise and experience to provide consultancy as needed to customers from early in the development cycle and includes participation in design, transaction selection/usage and project planning.

There is the potential for this to be revenue generating professional services in some instances.

This individual will hold a mentorship role within the EMEA API optimisation team and will apply continued focus on increasing bench strength across the entire team for the API suite and other related Future Selling Platform product areas.

The API Support Consultant will define and lead initiatives to improve customer self-sufficiency, through the recommendation of documentation ideas and tools that enhance the customers’ ability to support themselves once their websites are in a production mode.

The API Support consultant will also define and lead initiatives to better equip Sales, Field and Account personnel in supporting a broad API customer base.

As a Subject Matter Expert in API products both from a technical and functional perspective, the individual will be expected to provide feedback to Product Management on enhancements and improvements to any of our API product offerings.

Main Accountabilities: (Outline a list of the main accountabilities for the role) Customer Consultancy Provide consulting to customers, as engaged, partnering with them to more efficiently develop web products that utilize and integrate with Travelport API Products.

Consult with customer project teams to assess dependencies, estimate work effort, participate in design, transaction selection and usage, project planning and design reviews. 

Provide critical customer insight and perspective to Travelport’s Product and Development teams on how customers use and view our API Product offeringsPartner with customers to overcome business challenges through the formulation and application of competitive yet sound business practices.

People/Departmental Define appropriate objectives and goals for the Global API Support team around the knowledge acquisition and support of API.

Provide mentoring across the EMEA API optimisationt team for existing and new/future API Product offerings, specifically focused on product knowledge and optimal troubleshooting techniques.

In a technical leadership role, identify opportunities and leverage expertise to mentor and coach API technicians and strategic/high profile customers per Business Unit or Regional direction.

Analyse processes and manage support workflow; make appropriate recommendations for resourcing and upskilling of staff to ensure appropriate focus across the API suite.

Propagate a comprehensive understanding of the functionality, purpose, utilization and support of Travelport API productsAs an API product subject matter expert, provide feedback to Product Management on enhancements and usability improvements for API product offerings.

Leverage proven tools and best practices across support for all Travelport API Products.

Develop an effective succession plan for the API Support Consultant.

Customer Support Deliver superior customer service through the use of advanced problem solving skills to identify the source of challenging and complex issues, working with appropriate internal and external sources to resolve.

Provide deep functional, operational, procedural and technical expertise for a wide range of complex Travelport API products.

Provide immediate response and support in resolving production critical issues.

Manage and monitor Travelport API support queues, identifying API product specific trends in support requests and solutions to mitigate.

Be a champion for the needs of the customer community using Travelport APIs, and continually work to enhance the user experience of developers using Travelport APIsImprove customer self-sufficiency through contributions to the enhancement of existing documentation, the provision of new documentation and the development of any tools that enhance a customer’s ability to support themselves.

Explore more innovative communication mediums such as Discussion Groups, Blogs and Article writing with the advent of the Travelport Accredited Developer Program.

Lead initiatives to better equip Sales, Field and Account personnel in supporting a broad API customer base, and promoting API Support Consulting offerings.

Knowledge, Skills, Experience, Training, Education: The job holder should:Be educated to at least Degree level in engineering or another technical subject; computer science degrees preferred, or have 10+ years of relevant technical or IT experience.

Have expert knowledge of Travelport API products, functionality and utilization Have Travel Industry knowledge of GDSsHave detailed knowledge of Desktop Products, Structured Data and API interfaces Have experience with various operating systems including Unix, Linux and all Windows platformsHave an understanding of common internet protocols such as SOAP and HTTP, JSON and REST.

Have working knowledge of structured data, i.

e.

XML structures and/or EDIFACTHave familiarity with programming languages such as VB, C++, Java.

Have sound analytical skills; be able to identify key issues and information in complex situations.

Must have demonstrated experience of solving problems quickly, inventively, and resourcefully.

Must be naturally inquisitive with self-sufficient research skills; excellent attention to detailDemonstrate experience and have proven success in mentoring others in all aspects of API Products and associated technical support.

Command excellent verbal and written communication skills; must have the ability to communicate technical issues/concepts clearly and effectively.

Be self motivated and motivating.

Able to work productively despite tight deadlines and challenging circumstances and be able to encourage others to do the same.

Have exceptional interpersonal skills to effectively interact at all levels both tactfully and diplomatically, with the ability to recognize sensitive and political issues and impact.

Have proven technical leadership skills.


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