L2 Incident Management Specialist

Amadeus IT Group S.A.; Makati; Hybrid; PHP 558,000 - 781,200; Full time

Job summary

Amadeus IT Group S.A. seeks an L2 Incident Management Specialist in Makati, Philippines, providing advanced technical support to the hospitality industry. You will lead incident resolution efforts, collaborate with teams, and document technical issues.

Ideal candidates possess 3-5 years in technical support, excellent communication skills, and a strong customer service focus. Knowledge in hotel solutions and technologies, along with SaaS concepts, is beneficial.

Qualifications

• 3-5+ years in Level 2 Technical and Incident Management Support.
• Experience in the hospitality industry is preferred.
• Strong verbal and written communication skills.

Responsibilities

• Act as Incident Owner and collaborate during critical incidents.
• Maintain knowledge of products and integrations.
• Investigate and resolve escalated incidents from customers.

Skills

Customer service

Problem solving

Time management

Analytical thinking

Team building

Education

Tertiary qualifications in relevant discipline

Tools

Grafana

DataDog

Splunk

ITIL

SQL

Azure

XML

API

HTML

Job description

L2 Incident Management Specialist

Purpose of the role

Amadeus is committed to providing customers globally with superior support and service to ensure their success in using Amadeus solutions. Amadeus Hospitality’s Technical Support team offers second line support to its global customer base in the hospitality industry, and has a strong influence on product defect/enhancement prioritization and operational needs. Provide advanced technical support and act as Incident Owners for a group of assigned products/solutions by performing in-depth analysis and testing to recover incident, determine if system specifications are met, or if product or platform are defective. Consult with users, software and systems engineers, and solution documentation as necessary to assist in the analysis. Recommend solutions/designs, and advocate for and assist in the prioritization of product defects and enhancements with the Product and Development teams to ensure customer's goal are achieved.

Responsibilities

• Act as Incident Owner, proactively collaborate with internal and external stakeholders during critical incidents.
• Maintain in-depth knowledge of a product or product family, including integrations and message flows to other products and solutions.
• Investigate and resolve escalated incidents originating from customer inquiries.
• Investigate and resolve escalated incidents and inquiries originating from internal resources.
• Troubleshoot medium-to-high complexity issues, lead technical troubleshooting and recovery effort during bridge calls.
• Manage resolution efforts & communications for major incidents.
• Document all incident investigation actions in an easy to understand narrative format for communication to Development and consumption by internal resources.
• Partner and consult with Development and Technical Operations teams in accordance with defined escalation procedures; determine if system specifications are met or if product or platform are defective.
• Document incident resolutions in a clear and concise manner.
• Empower, coach and knowledge share with Customer Support and Technical Support teams.
• Contribute to SLO and SLA compliance.
• Participate in on-call rotation as necessary.
• Identify technical needs (e.g., logging, monitoring, tooling), technology improvements and general areas needing improvement within the department, and recommend solutions/designs.
• Keep team members, management, customers and other Amadeus personnel informed of customer issues.
• Other duties as assigned.

Qualifications

Tertiary qualifications (or equivalent) in a relevant discipline from a college or university. 3–5+ years demonstrated experience in a Level 2 Technical and Incident Management Support environment or equivalent experience, with a problem solving and quality focus. Hospitality industry knowledge. Equal amount of technical aptitude balanced with customer service experience. Strong customer service, problem solving, time management and team building skills. Analytical thinking. Strong verbal and written communication skills. Highly motivated with demonstrated ability to work in both a team environment and independently. Knowledge of hotel solutions and technologies a plus (e.g., property management, central reservation system and channel management). High level of computer literacy/technical aptitude including working knowledge of SaaS and cloud computing concepts. Familiarity with Microsoft operating system environments, open-source platforms. Experience in monitoring/observability tools such as Grafana, DataDog, Thanos, etc. Experience in Splunk for in-depth application-based logs analysis. ITIL, SQL, Azure, XML, API, HTML experience is preferred. Open to work in a hybrid set-up.

Equal Opportunity Employer

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.