Global Operations and Application Lead

Job Title

Global Operations and Application Lead

Summary of the role:

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

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.

The ASC Global Operations lead role is also responsible for leading and developing a team of 3 to 4 members to participate to the resolution of highly technical and complex high severity incidents impacting Amadeus customer's (Airlines, Corporations, Travel Management companies, Airports, Rail) business. The leader is expected to ensure staff is adequately skilled to manage the incidents, be up to date with the latest technologies and trouble shooting skills, communicate effectively. The lead role is also to ensure an accountability for the team and a point of contact in a specific region in line with the global management directions.

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.
• (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.
• 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.
• 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.
• 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
• Develop learning plans for the team on incident management practices, platforms, technology to ensure staff is meeting their full potential
• Implement mindset of continuous improvement with regular internal retrospectives
• Establish and grow relationships with expert teams, global business and technology contacts

About the ideal candidate:

• 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
• 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 from anywhere: onsite, hybrid or fully remote.
• 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!

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.