Job Description

Are you ready for the next step in your career? Then you need to keep reading!
When we’re looking to hire at Amadeus, we look internally first. Our teams get the benefit of your experience and you get more chances to grow and progress. So, if you are ready for a new challenge and want to drive your career, apply now! Purpose of the role Global Customer Care is committed to provide high quality, consistent, accurate, and ever improving customer experience for Amadeus clients. This position works closely with Global Operations and Research & Development teams to support and help our customers succeed.
The purpose of the role is to provide functional & technical analysis leading to diagnosis with the main objective to reduce the mean time to re-cover and proactively communicate to customers during major issues in order to minimize the customer impact and ensure they have adequate information to make business decisions. The incumbent serves as a single point of contact for major problems of a diverse scope within Amadeus Suite of Products and oversees the handling of the problem, bringing-in resources as needed to reach the resolution, closure of the problem and prevent re-occurrence of incidents.
In this role you'll

• 
  Incident Management
  • Proactive detection of major incidents, analysis, diagnosis, and incident to change correlation, leading to reduced resolution duration.
  • Monitoring the environment during software loads and infrastructure changes to quickly address any impact to the system stability.
  • Proactive notification to customers and overall responsibility of notification activities.
  • Identification and communication of workaround solutions to reduce customer impact.
  • Real-time communication during Monthly and Quarterly Outage Windows
• Problem Management
  • Provides a single point of contact for an individual problem taking responsibility for the overall handling, manages the communication with the customer and Service Delivery by providing regular status updates.
  • Conduct the analysis of highly complex business problems, including key technical problems, bringing-in other resources as needed to reach resolution and closure of the problem.
  • Oversees activities related to major problems for key customers.
• Knowledge Management
  • Produces high quality documentation of known problems and standard corrective actions for common problems.
  • Clearly documents and provides reports of major problems utilizing above average communication skills to senior management.
  • Subject matter expert in cross-functional/technical domains; leads and documents results of technical discussion; provides guidance and direction to 2nd level support staff. Ensure team knowledge evolution to pace with Amadeus evolution into key areas (such as Digital or Cloud)
  • Defines ways to increase customer satisfaction and deepen internal and customer relationships by providing alternatives / new techniques in processes as continuous improvement, flows, operational models and plans.
• Amadeus collaborations
  • Represent GCC in internal discussions on the incident and problem management functions, including corrective actions to improve the operations
  • Builds and develops healthy and productive working relationship with Corporate Communication, Global Operations, R&D, Implementation, Account Managers and Product Managers.
• Team leading
  • Lead and coach team members to achieve expected results.
  • Develop learning of the team and effectively create learning plans to meet their full potential ensuring the team has the appropriate competencies, facilities and tools to execute their job function.
  • Implement a mind-set of continuous improvement with regular internal retrospective

About the ideal candidate

• Degree in Engineering, preferably Computer Engineering
• ITIL Foundation Certification is a plus
• IT Operations, Research & Development
• Understanding of the Travel business
• Understanding of software development methodologies, knowledge of the nework communciation protocols, system architecture and technology components
• Application management, Incident Management

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation. Any duplication and display of partial or full content of our job advertisement on any support, such as brochures, websites, mail, emails, this list is not exhaustive, is strictly forbidden without prior formal Amadeus’ authorization. Recruitment agencies: Amadeus does not accept agency resumes. Please do not forward resumes to our jobs alias, Amadeus employees or any other company location. Amadeus is not responsible for any fees related to unsolicited resumes.