IBS Support Senior Specialist

Job Title

Key Responsibilities

1. L1/L2 Operations Leadership

• Own day-to-day operations of data ingestion, data pipelines, and reporting layers.
• Manage incident resolution, service restoration, and root cause analysis for critical issues.
• Ensure SLAs, MTTR, and uptime targets are consistently met across supported platforms.

2. Technical Subject Matter Expertise

• Act as the go-to expert for Databricks, Snowflake, and data pipelines operations.
• Provide guidance and mentoring to L1/L2 teams for troubleshooting complex issues.
• Partner with platform engineering and data teams for escalations, upgrades, and enhancements.

3. Vendor & Partner Coordination

• Act as the primary point of contact for vendor escalations and product support.
• Coordinate with Databricks, Snowflake, Microsoft Azure, and other vendors to resolve critical incidents, manage upgrades, and optimize performance.
• Drive vendor service reviews, track SLAs, and ensure alignment with Amadeus support standards.

4. Automation & Continuous Improvement

• Identify opportunities to automate monitoring, alerting, and data pipeline remediation.
• Drive proactive problem management and performance tuning across data pipelines.
• Standardize processes, documentation, and knowledge bases for reusability.

5. Governance, Compliance, and Security

• Ensure adherence to data governance, audit, and compliance requirements.
• Collaborate with Support Quality & Governance teams on controls, risk assessments, and operational readiness.

6. Stakeholder Collaboration

• Act as the bridge between support operations, data engineering, business stakeholders, product engineering teams, and vendors.
• Provide periodic health dashboards, trends, and improvement plans to leadership.

Key Skills & Experience

Technical Skills (Mandatory):

• Strong expertise in Databricks, Snowflake, and Azure Data Factory / Synapse (or equivalent cloud data stack).
• Proficiency in SQL and performance tuning for large-scale data pipelines.
• Familiarity with CI/CD, version control (Git), and DevOps for data engineering pipelines.
• Knowledge of monitoring tools and alerting systems (e.g., Azure Monitor, Grafana).

Technical Skills (Added Advantage):

• Knowledge of IBM DataStage (ETL), Vertica (data warehouse),
• Any data visualition tool Power BI, and Qlik Sense (scripting, visualization).
• Experience supporting or migrating legacy data platforms to modern cloud-based stacks.

Operational Skills:

• Proven experience in L1/L2 application support, incident management, RCA processes.
• Understanding of ITIL framework (Incident, Problem, Change Management).
• Vendor relationship management experience, including escalations and service reviews.
• Ability to create dashboards, KPIs, and service performance reports.

Soft Skills:

• Strong problem-solving and analytical mindset.
• Excellent communication and stakeholder management skills (internal and external).
• Ability to coach and mentor junior engineers and analysts.
• Continuous improvement mindset and willingness to challenge the status quo.

Education & Experience

• Bachelor's or Master's degree in Computer Science, Information Systems, or related field.
• 8+ years of experience in data engineering / BI support operations, including at least 3+ years in a technical lead or SME capacity.
• Demonstrated experience coordinating with multiple vendors and managing vendor SLAs.
• Exposure to global support models and working in cross-functional, distributed teams.

Key Success Measures

• SLA adherence & improved MTTR for data/analytics incidents.
• Timely resolution of vendor escalations and improved service performance.
• Reduction in recurring incidents through proactive problem management.
• Increased automation coverage and self-service adoption.
• Positive stakeholder and user experience feedback.

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.