Summary of the role:

Are you the next Technical Support Senior Analyst we are looking for?

• You will provide senior-level technical support for our newest Amadeus Central Reservation System (ACRS) and Amadeus Property Management System(APMS) SaaS solutions for our largest enterprise Hospitality customers.

In this role you'll:

• Maintain expert level knowledge of a product or product family and associated eco-system interdependencies and message flows.
• Investigate and resolve escalated incidents which originated from customer inquiries.
• Investigate and resolve escalated incidents and inquiries originating from internal resources.
• Troubleshoot high complexity issues spanning multiple products and platforms.
• Play a leadership role representing customers and the Support organization in major incident management & communications.
• Document all incident investigation actions in an easy-to-understand narrative format for communication to Development and consumption by internal resources.
• For incidents requiring Level-3 assistance, escalate and partner with Development and Operations teams in accordance with defined escalation procedures.
• Document incident resolutions in a clear and concise manner.
• Empower, coach and knowledge share with Customer Support and Technical Support teams.
• Maintain knowledge of existing SLA and SLO metrics and contribute to their compliance.
• Participate in on-call rotation as necessary. This will vary by role and region.
• Identify technical needs (ex. logging, tooling), technology improvements and general areas needing improvement within the department and make recommendations on how to address.
• Advocate for and help prioritize product defects/enhancements with the Product and Development teams and represent the Support organization in product road map planning activities.
• Keep team members, management, customers, and other Amadeus personnel informed of customer issues.
• Other duties as assigned.

About the ideal candidate:

• Education: Tertiary qualifications (or equivalent) in a relevant discipline from a college of University.
• Relevant Work Experience: 5+ years demonstrated experience in a Level 2 Technical Support/IT environment or equivalent experience, with a problem solving and quality focus.
• Business Understanding:
  • 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.
• Skills:
• Computing:
  • High level of computer literacy/technical aptitude including working knowledge of SaaS and cloud computing concepts.
  • Familiarity with Microsoft operating system environments and open-source platforms. SQL, Azure, XML, API, HTML experience a plus.
• Language Skills: Proficient in English with additional language requirements based on geographic region.
• Specific Knowledge: This position requires a highly self-motivated, service oriented professional with the ability to communicate effectively with people at all levels and experience.
• Other: Knowledge of hotel solutions and technologies a plus (ex: property management, central reservation, and channel management).

What we can offer you:

• The opportunity to work for one of the world's top leading travel tech companies; a company that originated in technology innovation and sees the world with a technology-first perspective
• Skills development and opportunities to try new ideas
• A global diverse work environment

Application process:

The application process takes no longer than 10 minutes! Create your candidate profile, upload your CV, and apply.

Are you the one we are looking for? Apply now!

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

Any duplication and display of partial or full content of our job advertisement on any support, such as brochures, websites, mail, emails, this list is not exhaustive, is strictly forbidden without prior formal Amadeus' authorization.

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