L2 Incident Management Specialist

Purpose of the role

Amadeus is committed to providing customers globally with superior support and service to ensure their success in using Amadeus solutions. Amadeus Hospitality's Technical Support team offers second line support to its global customer base in the hospitality industry, and has a strong influence on product defect/enhancement prioritization and operational needs.

Provide advanced technical support and act as Incident Owners for a group of assigned products/solutions by performing in-depth analysis and testing to recover incident, determine if system specifications are met, or if product or platform are defective.  Consult with users, software and systems engineers, and solution documentation as necessary to assist in the analysis.  Recommend solutions/designs, and advocate for and assist in the prioritization of product defects and enhancements with the Product and Development teams to ensure customer's goal are achieved.

In this role you'll:

• Act as Incident Owner, proactively collaborate with internal and external stakeholders during critical incidents
• Maintain in-depth knowledge of a product or product family, including integrations and message flows to other products and solutions.
• Investigate and resolve escalated incidents which originated from customer inquiries.
• Investigate and resolve escalated incidents and inquiries originating from internal resources.
• Troubleshoot medium-to-high complexity issues, lead technical troubleshooting and recovery effort during bridge calls
• Manage resolution efforts & communications for major incidents.
• Document all incident investigation actions in an easy to understand narrative format for communication to Development and consumption by internal resources.
• Partner and consult with Development and Technical Operations teams in accordance with defined escalation procedures; determine if system specifications are met or if product or platform are defective.
• Document incident resolutions in a clear and concise manner.
• Empower, coach and knowledge share with Customer Support and Technical Support teams.
• Contribute to SLO and SLA compliance.
• Participate in on-call rotation as necessary. This will vary by role and region.
• Identify technical needs (ex. logging, monitoring, tooling), technology improvements and general areas needing improvement within the department, and recommend solutions/designs.
• Recommend solutions/designs, and advocate for and assist in the prioritization of product defects and enhancements with the Product and Development teams to ensure customer's goal are achieved.
• Keep team members, management, customers and other Amadeus personnel informed of customer issues.
• Other duties as assigned.

About the ideal candidate:

• Tertiary qualifications (or equivalent) in a relevant discipline from a college of University
• 3-5+ years demonstrated experience in a Level 2 Technical and Incident Management Support environment or equivalent experience, with a problem solving and quality focus.
• Hospitality industry knowledge.
• Equal amount of technical aptitude balanced with customer service experience.
• Strong customer service, problem solving, time management and team building skills.
• Analytical thinking.
• Strong verbal and written communication skills.
• Highly motivated with demonstrated ability to work in both a team environment and independently.
• Knowledge of hotel solutions and technologies a plus (ex: property management, central reservation system and channel management).
• High level of computer literacy/technical aptitude including working knowledge of SaaS and cloud computing concepts.
• Familiarity with Microsoft operating system environments, open-source platforms
• Experience in monitoring/observability tools such as Grafana, DataDog, Thanos, etc…
• Experience in Splunk for in depth application-based Logs Analysis
• ITIL, SQL, Azure, XML, API, HTML experience is preferred.