Global Operations

Job Title Global Operations & Applications Engineer

Job Title:

Global Operations Service Reliability Engineer

In this role, you will be responsible for owning customer and internal company communication channels for critical severity incidents, where business, financial, reputational, or legal/regulatory impact is at risk. You will understand lines of business including customer segments and critical services, and develop a deep understanding of the applications and infrastructure components supporting those business and services. You will use business and technology knowledge to execute the Incident Management process for all critical incidents to mitigate impact and reduce time to restore business services. You will act as a single point of contact for company major incidents within Amadeus Suite of Products, across business units, ensuring adequate information is delivered internally and externally to support business decisions. Outside critical situations, you will proactively ensure system stability and support planned system outages.

• Major incidents recovery coordination: establish means to resolve the incident and restore services as rapidly as possible, coordinating activities across expert teams, escalation to management, and triggering crisis management processes as needed.
• Make decisions required to reduce client impact.
• Internal and external communication: ensure appropriate communications to senior management and trigger/ chair worldwide company calls to keep regions and customer-facing teams informed of incident progression.
• Provide regular status updates to impacted customers during incidents and document the incident for post-recovery follow-up within 24 hours of recovery, supporting customer-facing teams to address questions.
• Prevention: identify opportunities for service improvements, address stability exposures, contribute to remediation strategies, and maintain knowledge of technologies across the company with regular coordination with R&D, Platforms, or Global Operations.
• Specific Accountabilities: be accountable for production services stability and timely critical incident recovery; coordinate major incidents; document incidents for follow-up and best practices; communicate post-recovery follow-up; contribute to major incident reporting; establish and grow relationships with expert teams and global business/technology contacts.

• Degree in Engineering, preferably Computer Engineering.
• ITIL Foundation Certification is a plus.
• Understanding of the Travel business and experience handling major/high-severity incidents in the Airline/Travel Industry is a plus.
• Strong experience in ITIL practices (Incident, Problem, Change, Configuration & Release Management) in a large, complex enterprise environment.
• Strong knowledge of incident management best practices and systems.
• Exposure to Cloud, Middleware, ITIL, Database administration, and networking is highly preferred.
• Technical and functional expertise in areas such as Cloud technologies (Azure certification a plus), Network (Load Balancers, Firewalls, external providers), Middleware (MQ), Databases (Oracle, MS SQL), and systems (Linux, Windows).
• Knowledge in monitoring and dashboard tools (Ambrosia, Grafana, Splunk, Hadoop/Kafka, etc.) is a plus.
• Experience with Amadeus products is a plus (e.g., Altea Inventory and Reservation, Departure Control System, Digital Experience Suite).
• Strong communication skills with professional demeanor and assertiveness.
• Ability to act with decisive confidence and influence across technical and business leadership levels.
• Ability to multi-task and make sound judgments in a fast-paced, high-stress environment.
• Strong organizational and follow-up skills; listening and synthesis abilities; problem-solving; broad understanding of architecture of complex, distributed IT systems.
• Knowledge and experience with a wide range of enterprise technologies (distributed services, network, mainframe, middleware, storage, web architecture, virtualization).
• Hybrid work setup. Office located in BGC, Taguig. 24/7 operations with occasional weekend/holiday work, on-call and rotation 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, and as 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.