Site Reliability Engineering

Job Title

Site Reliability Engineering (SRE) Manager – iHotelier

As an SRE Manager for iHotelier, you will lead a team responsible for ensuring the availability, scalability, and performance of mission-critical hospitality services. This role combines technical leadership, operational excellence, and strategic planning to deliver a seamless booking experience for thousands of hotels worldwide. You will define and enforce SRE best practices, drive automation, and partner with cross-functional teams to maintain reliability across iHotelier's complex ecosystem .

• Lead and mentor a global team of SREs, fostering a culture of reliability and continuous improvement.
• Define and enforce SRE best practices, including error budgets, SLOs, and SLIs.
• Drive automation initiatives to reduce toil and improve deployment velocity.
• Oversee incident response, root cause analysis, and post-mortems for iHotelier services.
• Manage on-call rotations and ensure effective escalation processes.
• Implement observability frameworks (monitoring, logging, alerting) using Datadog, Grafana, Prometheus, and Splunk.
• Own CI/CD pipelines and deployment strategies using ArgoCD, Jenkins, and Kubernetes.
• Ensure compliance with security and privacy standards for hospitality data.
• Optimize cloud infrastructure (Azure) for cost and performance.
• Govern ArgoCD/Jenkins workflows including PR/backout PR, prod1/prod1-pci branch patterns.
• Maintain WLI/runbooks for Kafka lag, URM Router, Email Engine, EQC Provider Booking, Cache Invalidator, and Couchbase maintenance.
• Collaborate with R&D, DevOps, and Product teams to design resilient architectures.
• Align with business stakeholders to prioritize reliability improvements.
• Participate in capacity planning for peak booking periods and ensure operational readiness.
• Support monitoring tools currently in production and enhance alert dashboards for proactive detection.

• Bachelor's or Master's degree in Computer Science or related field.
• 10+ years in software engineering/operations, with 4+ years in SRE leadership.
• Proven track record managing large-scale distributed systems.
• Strong knowledge of Linux and Windows OS, cloud-native environments, and container orchestration (Kubernetes, Azure AKS).
• Experience with SLO/SLA management, automation, and operational readiness testing.
• Hands-on experience with monitoring tools (Datadog, Grafana, Prometheus, Splunk) and incident management platforms (ServiceNow).
• Familiarity with CI/CD pipelines, infrastructure-as-code (Terraform), and GitOps tools (Flux).
• Knowledge of networking fundamentals and API performance optimization.

• Experience leading SRE or DevOps teams in a high-availability SaaS environment.
• Familiarity with hospitality systems or booking platforms.
• Knowledge of CDN technologies (Akamai, Cloudflare) and containerization (Docker).
• Strong collaboration and communication skills.

• Service uptime and reliability (meeting or exceeding SLOs).
• Reduction in incident MTTR (Mean Time to Recovery).
• Change success rate and rollback efficiency.
• Automation coverage and reduction in manual operational tasks.
• Team engagement and retention.
• Sustaining SSI streaks and Hospitality Stability Program deliverables.

iHotelier is a hospitality distribution and booking platform under Amadeus Hospitality, providing booking engines, analytics, and call center solutions. Core modules include Admin, Booking Engine (BE4/BE5), CRS APIs, Call Center/VoicePro, and Analytics. The platform supports multi-channel distribution (Direct, Meta, OTAs, GDS) and PMS connectivity via PMS Connect and the Property Connectivity Gateway (PCG). Architecture leverages Java services with Oracle as the primary data store, Coherence for distributed caching, Couchbase for constant hotel data, and Kafka for ARI/OB/Reservation event flows. Deployments use Kubernetes with ArgoCD GitOps and Jenkins pipelines, with strict governance for PCI vs non-PCI environments. Monitoring and alerting rely on Datadog synthetics, Grafana/Prometheus, and Splunk dashboards, complemented by incident dashboards and ServiceNow workflows. Operational excellence is driven by runbooks for critical components and proactive observability enhancements. Programs like the Hospitality Stability Program (HSP) and SSI initiatives ensure continuous improvement in reliability and performance.

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.