Technical Support Manager

Summary 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.

The Manager of Technical Support (“L2”) will oversee Technical Support team members in their region.

Strong focus areas will be: performance management, process compliance and coordination and participation to projects and global department stand up and consolidation, in alignment with guidelines provided by the Global Leader of L2 ABP.

This is a hybrid position and would require you to be in the San Jose office 50% of the time.

In this role you'll

• Hire, manage and develop Technical Support team members responsible for:
  • Ensuring SLO and process compliance for incident handling and inherent communication
  • Empowering, coaching and knowledge-sharing with first line Customer Support teams
  • Identifying patterns and root causes to reduce repeat issues
  • Attending On-call rotation where applicable
• Liaise as appropriate with the relevant stakeholders to ensure to have in place the necessary onboarding and training resources and material to allow the team to perform as according to the expectations and timelines
• Manage performance and drive continuous improvement, always with global alignment and execution mindset
• Define and improve support processes, workflows, and documentation
• Engage with customers and internal peers/leaders as necessary for escalated issues
• Support and drive team to meet established goals and KPIs to drive quicker resolution and cost containment
• Build and maintain strong and productive relationships particularly with strategic stakeholders across the organization
• Manage incidents, problems, and change processes (ITIL-aligned)
• Participate in major incident activities as needed and ensure the full compliance to all aspects of the high severity incident process
• Participate in projects and other initiatives targeting to consolidate knowledge, operations and effectiveness of the Global L2 ABP team
• Ensure the team adheres to global standards and procedures while addressing any regional-specific needs

About the ideal candidate

Education

• Hospitality knowledge and/or experience is a strong plus
• ITIL Foundation and other ITIL certifications are desired
• BS degree in Computer Science, Engineering, Business Management or a related field from an accredited academic institution preferred

Relevant work experience

• 5+ years managing teams, ideally in a Level 2 Technical Support/IT Support environment or equivalent experience, with a problem solving and quality focus
• Ability to learn and assimilate new information quickly
• Experience to drive to high quality deliverables
• Proven success driving business value in a fast-paced and evolving industry
• Strong people management expertise with proven experience hiring and developing exceptional technical talent are essential
• Experience in managing remote workers and decentralized teams

Business understanding

Knowledge of hospitality products and services

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
• Languages: English and Spanish (required)
• 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: Strong people management skills, proactivess, decision making, problem solving, critical thinking, and analytical skills, presentation skills, conflict management skills, ability to multi-task and manage pressure, outstanding written, verbal, and interpersonal skills

Competencies

• Communication: Able to communicate effectively with team members, peers and management. Questions actively and encourages others to share opinions
• Building Relations: Able to build healthy relationships within the organization to get work done through others
• Team Management & Engagement: Gets results through others and able to manage agenda
• Accountable: Supports team members to accomplish results. Accountable for unit results
• Customer Focus: Understands customers' needs and translates them into services/products
• Change Management: Readily adapts to change and shifting priorities

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 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 and committed to an accessible recruitment process. 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.

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.