Senior Product Definition Analyst Maintenance

Amadeus; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company in the travel technology sector is seeking a Senior Product Definition Analyst to enhance the quality and stability of their test systems. You will facilitate maintenance activities and collaborate with multiple stakeholders to ensure successful implementations. This role requires strong project management skills and a focus on continuous process improvement.

Qualifications

• Experience in maintenance activities and process improvement.
• Strong background in coordinating teams and managing priorities.
• Effective communication skills to interact with stakeholders.

Responsibilities

• Monitor ongoing PTRs and manage peak activities.
• Coordinate with maintenance teams and manage SLAs.
• Propose continuous improvements for processes.

Skills

Project Management

Problem Solving

Communication

Quality Assurance

Education

Bachelor’s degree in Computer Science or related field

Job description

Job Title

Senior Product Definition Analyst MaintenanceBusiness context Hospitality is aiming to become the industry leader that delivers modern, innovative solutions to our customers and enables them to run their businesses more efficiently, more profitably and deliver a great experience for their guest. As part of the portfolio there are 2 Central reservation Services targeting different customer segments:
- Amadeus Central Reservation System(ACRS) used by IHG with 6000 properties and soon joined by more high end customers
- iHotelier is gathering 10000 properties and serving
In recent years, Amadeus has prioritised production stability to enhance customer satisfaction. To further improve quality, it is essential to focus on quality from the initial stages of development and ensure stable services in the test environment. This is particularly important during the significant transformation that starts with the implementation of major hotel industry players like Marriott and Accor. In the mid-long term vision, this team will be crucial in ensuring the stability of our applications throughout the release cycle. Effective problem management in test systems is fundamental to success and requires swift and significant improvements. Many aspects of these activities are shared with production support team, including knowledge management, investigation, priority management, reporting, and interaction with component owners.

To achieve this goal in Hospitality ACRS, we are creating a Test Maintenance team to oversee all these test maintenance activities. The goal is to decrease backlog volume, improve the quality and maintainability of our codebase, and assist teams in delivering high-quality code on schedule, with a greater emphasis on prevention rather than reaction.

Your mission
As a PDA or facilitator, you will be a key member of our Test Maintenance Team for the ACRS product, being at the heart of the customer support and coordinating with multiple stakeholders including (but not only) Component, Releasing, SRE, implementations teams and customers program.

Your role will involve:
- Closely monitoring ongoing PTRs.
- Ensuring processes are followed, providing recommendations, and structuring reactive maintenance to manage peak activity periods.
- Supporting teams in enhancing the quality and monitorability of their components.
- Improving communication with customers, both directly and through records.
- Identifying technical debt and participating in its prioritization.
- Proposing KPIs to measure activities and sharing regular reports.

Your main responsibilities

• Facilitate the Maintenance activities by:
  
  - Coordinating with sheriffs and anyone involved in the maintenance efforts.
  - Checking and enforcing that PTRs are regularly updated with clear statuses and next steps.
  - Ensuring the right level of alerting.
  - Reassessing and reviewing priorities based on incoming topics and associated urgency.
  - Preparing and supporting major events and projects, especially important implementations of major customers.

• SLA/SLT Management

Share and enforce expectations/contractual obligations with people participating to the maintenance effort

• Knowledge Management
  
  Maintain up-to-date documentations for efficient ways of working
  Ensure procedures are known and applied by the teams' members
  Participate to the feedback loop to component teams
  Closely collaborate with production maintenance team

• Processes Improvement
  
  Propose continuous improvements to our processes for better efficiency and customer satisfaction

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

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