Global Operations SRE

Descrizione del lavoro:

Job TitleGlobal Operations SRE

**CVs must be submitted in English**

About the Business Area/Department:

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:

* You will serve 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.
* You will 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.
* You will be responsible of owning the customer and the internal company communication channels for critical severity incidents where business, financial, reputational, or legal/regulatory impact is at risk.
* You will proactively ensure system stability, support any planned system outage.

In this role you'll:

* Establish the means to resolve the incident and restore business services as rapidly as possible and driving all activities to make that occur.
* Take decisions to reduce client impact
* 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.
* 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.
* Document incident management best practices.
* Contribute to major incidents reporting activities
* Establish and grow relationships with expert teams, global business and technology contacts

About the ideal candidate:

* Knowledge in computing .
* 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, Network, Middleware (MQ), Databases (Oracle, MS SQL) and systems (Linux, Windows).
* Knowledge in monitoring and dashboard building (Ambrosia, Grafana, Splunk, Hadoop/Kafka, etc..)
* General understanding of architecture of complex and distributed IT systems.

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.

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.