Assoc. Manager, Service Reliability Engineering

Job Description:

Job TitleAssoc. Manager, Service Reliability Engineering

About the Business Area/Department:

The Frontline Services (FLS) Team oversees the response to incidents. Spread over global sites (Bogota, Sydney, Erding and Bangalore), the team organized 24x7, follow-the-sun model (working on weekends and holidays in on-call rotation).

Summary of the role:

The Amadeus Frontline Services (FLS) Team Manager is responsible for leading one of the sites that is part of the global 24x7 team, dedicated to the monitoring and recovery of Amadeus's most critical production systems. This role ensures rapid incident detection and resolution, drives operational excellence, and fosters team development in a cloud-based workload.

In this role you'll:

* Lead and manage the Amadeus Frontline Services (FLS) team in the Americas, continuously monitoring and recovering the company's most critical production systems.
* Analyze historical incident volume and data to improve monitoring quality and proactively look into improving detection capabilities.
* Ensure incidents are detected and recovered in the shortest possible time with minimal customer impact, and that follow-up activities are triggered to prevent re-occurrences.
* Promote and facilitate the skill development of team members, particularly in cloud platforms and new technologies.
* Provide operational coverage by performing daily queue duties, ensuring production stability and continuity.
* Direct and supervise the frontline team, oversee ticket escalation processes and resolve technical issues efficiently, collaborating with second and third-level support teams as required.
* Facilitate effective knowledge sharing and organizing the distribution of work and responsibilities within the team queue.
* Create, maintain, and organize comprehensive documentation of procedures and external team contacts for use by the frontline team.
* Delegate tasks and projects appropriately, ensuring commitments are clearly defined, tracked, and met.
* Ensure adequate shift coverage, both for scheduled and unscheduled absences.
* Track team member project assignments, monitor progress, and collect regular reports.
* Participate in management meetings and email exchanges, contributing to operational decision-making and the continuous improvement of procedures.

About the ideal candidate:

* Good English communication skills.
* Proven experience leading technical operations.
* Strong analytical skills with expertise in incident management, data analysis, and monitoring systems.
* Solid understanding of cloud platforms and experience supporting cloud-based production environments.
* Excellent organizational, communication, and documentation skills.
* Demonstrated ability to manage escalations, delegate tasks, and ensure accountability.
* Ability to work collaboratively across teams and with all management levels.

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 hybrid at our Bogota office.
* 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!
Create your candidate profile, upload your Resume/CV and apply today!

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.
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Diversity & Inclusion

Amadeus aspires to be a leader in Diversity 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.