Global Operations SRE

The Global Operations and Application Analyst team within Customer Care Operations provides business critical operations support & customer care. We deliver proactive support through earlier identification of technical and functional issues, deeper diagnostics and investigation to drive the recovery of major incidents. We communicate to the customer in an effective and timely manner to keep the customers updated during business-critical incidents.

Summary 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.

In this role you’ll:

• 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.

• 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.

• 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

• IT Operations, Research & Development

• Business understanding

• Understanding of the Travel business

• Strong communication skills, ability to maintain a professional demeanour and attitude while be-ing assertive

• Strong knowledge of incident management best practices and systems

• Strong experience in ITIL practices - ITIL Incident, Problem, Change, Configuration & Release Management, in a large, complex enterprise environment.

• 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 Pro-lexic, Distil, Imperva), Middleware (MQ), Databases (Oracle, MS SQL) and systems (Linux, Win-dows)

• Knowledge in monitoring and dashboard building (Ambrosia, Grafana, Splunk, Hadoop/Kafka, etc..)

• Technical and functional Expertise in Amadeus products is a plus (Altea Inventory and Reserva-tion suite, Departure control System, Digital experience suite, etc..)

• 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

• Leadership skills

• General understanding of architecture of complex and distributed

• IT systems

• Languages: English

What we can offer you:

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.

• Hybrid working model. 

• Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.

• Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe.

Working at Amadeus, you will find

• 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

• 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

• 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

• 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

• 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

• 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

• 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.