Global Operations and Applications Engineer

Job Title

Job Title: Global Operations and Applications Engineer
Position type: Permanent
Location: Bogota
Job ID: R18915
Job family: Help Desk

About Your Business Area/Department:

Global Customer Care is committed to provide high quality, consistent, accurate, and ever improving customer experience for Amadeus clients.

Summary of the role:

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.

In this role you’ll:

Major incidents recovery coordination: Leading
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: Leading
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 : Supportive
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: Leading
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:

Education

Degree in Engineering, preferably Compter Engineering

ITIL Foundation Certification is a plus

Relevant work experience

IT Operations, Research & Development

Business understanding

Understanding of the Travel business

Skills

Strong communication skills, ability to maintain a professional demeanor and attitude while being 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 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..)

Technical and functional Expertise in Amadeus products is a plus (Altea Inventory and Reservation 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

Specific knowledge: Application Management

Other

The candidate will have extensive major/enterprise incident management experience and/or a deep and wide understanding/knowledge of the supported businesses, and considered ‘specialists’ in their area of expertise (business and/or platform aligned).

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.

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.

• Work a Hybrid 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.

Application process:

The application process takes no longer than 10 minutes!

Diversity & Inclusion

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.