Overview
Job Title
Global Operations Service Reliability Engineer
In this job you will:
Purpose of the role
Customer Care Operations is committed to provide high quality, consistent, accurate, and ever improving customer experience for Amadeus clients.
Hand in hand with Global Operations as well as Research and development expert teams, the incumbent is responsible for owning the customer and internal company communication channels for critical severity incidents, where business, financial, reputational, or legal/regulatory impact is at risk.
He/she is responsible for understanding lines of business including customer segment and critical services, and developing a deep understanding of the applications and infrastructure components supporting those business and services.
He/she is expected to use the business/technology knowledge to execute the Incident Management process for all critical incidents in order to mitigate impact and reduce the time to restore business services
He/she also serves as a single point of contact for company major incidents of a wide scope within Amadeus Suite of Products, cross business units, ensuring adequate information is delivered internally as well as externally to allow stakeholders to make business decisions.
Outside critical situations, the incumbent proactively ensure system stability, support any planned system outage.
Main responsibilities
Major incidents recovery coordination
Establish the means to resolve the incident and restore business services as rapidly as possible and driving all activities to make that occur.
(ex: setup and lead communication channels between company expert teams, coordinate joint investigation and recovery efforts, escalate to management, trigger and coordinate crisis management processes)
Make whatever decisions are required to reduce client impact
Internal and External communication
Ensure that the appropriate communications are sent to senior management keeping them advised of the incident and of the client impact.
Trigger and chair world wide company calls to ensure Regions and customer facing teams are maintained informed of the situation evolution
Provide regular status and clear updates to impacted customers during incidents,
Document the incident for post-recovery follow-up in the next 24hours of recovery, supporting customer facing teams to address all customers questions.
Prevention
Proactively identify opportunities for service improvements; directly address and eradicate unacceptable levels of service for ourselves and our customers.
Raise internal awareness on immediate stability exposures, contribute to major changes preparation and execution, contribute to the long-term stability exposures remediation strategy, contribute to build a healthy and collaborative environment, leading by example.
Maintain and develop knowledge on any technology implemented in the company, with regular checkpoints with expert teams at R&D, Platforms or Global Operations.
Specific Accountabilities
Be accountable for Amadeus production services stability and timely critical incident recovery
Coordinate major incidents recovery
Communicate on currently ongoing major incidents status to internal senior management, external account teams and customers
Coordinate with corporate communication during major crisis
Document major incidents for follow-up purpose
Document incident management best practices
Communicate post recovery follow-up
Contribute to major incidents reporting activities
Establish and grow relationships with expert teams, global business and technology contacts.
About the ideal candidate:
Degree in Engineering, preferably Computer Engineering
ITIL Foundation Certification is a plus
Understanding of the Travel business and experience in handling major or high severity incidents in the Airline/Travel Industry background is a plus
Strong experience in ITIL practices - ITIL Incident, Problem, Change, Configuration & Release Management, in a large, complex enterprise environment.
Strong knowledge of incident management best practices and systems
Exposure in the following fields: Cloud, Middleware, ITIL, Database administration, network is highly preferred
Expertise in wide scope of technical areas such as Cloud technologies (MS Azure certification is a plus), Network (Load Balancers, Firewalls, external network technology providers such as Prolexic, Distil, Imperva), Middleware (MQ), Databases (Oracle, MS SQL) and systems (Linux, Windows)
Knowledge in monitoring and dashboard building (Ambrosia, Grafana, Splunk, Hadoop/Kafka, etc..) is a plus
Preferably with Technical and functional Expertise in Amadeus products is a plus (Altea Inventory and Reservation suite, Departure control System, Digital experience suite, etc..)
Strong communication skills, ability to maintain a professional demeanor and attitude while being assertive
Ability and confidence to act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical & business leadership
Ability to multi-task and make sound judgments in a fast-paced, high stress environment.
Strong organizational and follow-up skills
Listening and synthesis skills, Problem-solving skills, General understanding of architecture of complex and distributed IT systems
The candidate should also have knowledge and experience working with a wide-range of enterprise technologies, including but not limited to, distributed services (server and database), network, mainframe, middleware, storage, web architecture, and virtualization.
Hybrid work setup. Office is located in BGC, Taguig. 24/7 operations, work on weekends or holidays as needed, on call and rotation basis as needed by the business
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, andas a role model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.
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