Hybrid Frontline Production Support Engineer

Amadeus; Bogotá; Hybride; COP 36 000 000 - 60 000 000; Plein temps

Avantages offerts par ce poste

Competitive remuneration

Annual bonus

Vacation and holiday paid time off

Health insurance

Hybrid work in Bogota

Online learning hubs

Résumé du poste

Amadeus is seeking a Front Line Support Engineer in Bogotá. You will monitor system alerts, provide first-level technical support, analyze incidents, and drive timely restoration of service.

The role emphasizes collaboration with engineering support teams and adherence to documented ITIL processes. We value motivated, process-driven engineers who are eager to learn new products, participate in automation, and contribute to the availability and reliability of Amadeus Hospitality production

Qualifications

• Engineering diploma or equivalent experience.
• Good understanding of ITIL processes.
• Operational support experience with Linux/Unix environments.
• Strong communication, analytical, and problem-solving skills.
• Knowledge of IT operations in mission-critical environments.
• Ability to identify improvement opportunities in a structured manner.
• Understanding of servers, data centers, monitoring tools, and networking technologies.
• Basic knowledge of relational databases such as MySQL and Oracle.
• Good English communication skills.
• Ability and willingness to work in a 24x7x365 operational environment.
• Participation in a rotating 24/7 on-call schedule.

Responsabilités

• Collaborate with internal teams to resolve production incidents and maintain the availability of Amadeus Hospitality production environments.
• Monitor applications, servers, networks, and infrastructure using tools such as Datadog, Zabbix, Splunk, and other monitoring platforms.
• Provide first-level support and coordinate technical, management, and personnel escalations when performance degradation or production issues occur.
• Initiate incident management and triage activities, assess impact and criticality, diagnose causes where appropriate, and drive issues toward timely resolution.
• Keep business stakeholders informed through clear, consistent, and appropriate communications during production incidents.
• Proactively monitor infrastructure to protect availability, integrity, confidentiality, and performance.
• Respond promptly to automated alerts by following established procedures and using diagnostic tools to identify faults and abnormal conditions.
• Perform periodic health checks of systems and applications, prioritize competing demands, and manage multiple tasks with minimal supervision.
• Participate in Change and Problem Management processes to improve the stability and efficiency of production systems.
• Create and maintain team processes, system documentation, and operating procedures as needed.
• Participate in shift rotations and provide occasional coverage during holidays, vacations, sick leave, or other staffing gaps.

Connaissances

ITIL processes

Strong communication

Analytical thinking

Problem solving

English proficiency

On-call readiness

Formation

Engineering diploma

Outils

Datadog

Zabbix

Splunk

Linux/Unix

MySQL

Oracle

Description du poste

Amadeus is seeking a Front Line Support Engineer in Bogotá. You will monitor system alerts, provide first-level technical support, analyze incidents, and drive timely restoration of service.

The role emphasizes collaboration with engineering support teams and adherence to documented ITIL processes. We value motivated, process-driven engineers who are eager to learn new products, participate in automation, and contribute to the availability and reliability of Amadeus Hospitality production