Product Support Engineer 2

Job Title

Common accountabilities:

• Works autonomously within defined processes and procedures or methodologies, takes standard
  decisions and may support the development of solutions to complex problems of a recurring nature.​
• Receives instruction, guidance and direction from Management, and consistently monitors the status of the operational assignments.​
• Possess specialized formal education or the equivalent work experience and has the required technical and functional competencies to manage business.
• Accountability, Autonomy and Proactivity, to provide customers with a high level of continuous service and support, while managing priorities.
• Listening/Reading: Can understand with ease everything heard or read. Can understand a wide range of demanding, longer texts, and recognize implicit meaning.
• Can summarize information obtained from Investigating teams more precisely for understandability by customers.
• Speaking: Can express him/herself spontaneously, fluently and precisely in more complex situations.

Specific accountabilities:

• Respond to user requests to research complex problems associated with the supported Airline Digital Experience Suite Product..
• Identification of Problem, and attend trainings on them to facilitate knowledge transfer and prevent problem reoccurrence through documenting knowledge articles on the impacted functionalities.
• Respond to and diagnose problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
• Provide effective and timely resolution of users' problems, queries or complaints.
• Perform and Drive Quality reviews with Peers for Incidents Handled and Performs regular Hygiene checks to avoid escalations.
• Work in Coordination with different stakeholders in support organization to drive business.
• Identifies Improvements with existing tools being used for Daily operations and enhance its utilization.
• Knowledge of Travel Domain with Digital Experience Suite, is a Plus.
• Candidate with ITIL Certification and Core Incident/Defect Lifecycle Management Experience is a Plus.
• Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different components in the Architecture)
• Exposure to Incident Management & Monitoring tools like Service Now, Splunk & Kibana is essential.
• Acknowledge, investigate and possibly recover incidents within service levels using available
• knowledge solutions.
• Escalate incidents as required to 3rd level resolver groups within Amadeus or to external service providers and follow-up.
• Provide Amadeus customers with timely updates on the status of critical problems.
• Suggest improvements to Knowledge Solutions database and helps in documenting articles.

Education:

University degree preferred.
​ITIL Foundation Certification is recommended.
 

Relevant Work experience:

Minimum 2 years working with Amadeus Products or Travel Industry / Airlines Industry is recommended.

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.