Airline IT Support Analyst

Job description

If you could change one thing about travel, what would it be? At Amadeus, you can make that happen!

Travel makes the world a better place and we are fully dedicated to improving it and making it even more rewarding. We are one of the world’s top 15 software companies: we provide technology solutions and services within the travel industry.

Do you have ideas on how to improve travel for everyone? Do you find the idea of working in a diverse, multicultural environment exciting? Are you ready to make an impact across the world? Great, then join us! Let’s shape the future of travel together. #shapethefutureoftravel@Amadeus

I. Summary of the role

The purpose of the role is to deliver proactive support through earlier detection of business critical incidents and drive the recovery while communicating to allow customers to make better business decisions.
This role has responsibility to provide functional & technical analysis of major incidents, with the objective of reducing the meant time to recover. It plays a critical role in Incident Management in a demanding Travel Industry IT environment. The candidate will be required to work closely with IT Operations and Research & Development teams.

II. Main Responsibilities

Incident Management:

· Proactive detection, analysis, diagnosis and recovery, leading to incident prevention and reduced customer impact.
· Management of Major/Critical incidents with significant business and revenue impact with the main of objective to reduce the mean time to recover.
· Monitoring the environment during software loads and infrastructure changes to quickly address any impact to the system stability.
· End to end responsibility of communication activities during major incidents.
· Identification and communication of workaround solutions to reduce business impact.
· Analysis of functional incidents leading to resolution.


Problem Management:

· Contribute to root cause analysis, undertaking post incident reviews with focus on identifying process and operational improvements.
· Provides a single point of contact for escalation of highly complex business problems, taking responsibility, bringing-in other resources as needed to reach resolution and closure of the issue.
· Represent the organisation in Operational Meetings and provide input on processes relating to incident management, problem management and change management.
· Work in collaboration with Dev/Ops to improve the overall stability of the production environment.

Knowledge Management:

· Produces high quality documentation of known problems and standard corrective actions.
· Clearly documents and provides reports of major incidents utilizing above average communication skills.
· Assist in driving educational, training and communication programs surrounding IT Service Management.
· Provide guidance and direction to level 2 support staff.

· Defines ways to increase customer satisfaction by providing alternatives / new techniques in processes for continuous improvement, flows, operational models and plans.
· Builds and develops healthy and productive working relationships with Global Operations, Research & Development, Implementation, Delivery Managers and Account Managers.

III. Requirements

Education :

· Degree in Information Systems, Computer Science, Engineering or equivalent combination of education/experience.
· ITIL V3 Foundation Certificate in IT Service Management preferred.

Relevant work experience:

· 3 years' experience in managing incidents with proven troubleshooting skills within a support environment.
· Experience with ITSM tools with strong understanding of service management principles.
· Knowledge of the software development life cycle.
· Strong communication skills both verbal and written
· Leadership skills

Business understanding :

· Excellent understanding of technology solutions for the Travel Industry.

IV. Skills and Requirements

Computing : Strong ITSkills

Languages : English

Specific knowledge : Application Analyst

Other :

· Ability to remain calm, lead and make solid decisions in intense, high action situations.
· Team Player
· Willing to work weekends.

Any duplication and display of partial or full content of our job advertisement on any support, such as brochures, websites, mail, emails, this list is not exhaustive, is strictly forbidden without prior formal Amadeus’ authorisation.

Recruitment agencies: Amadeus does not accept agency resumes. Please do not forward resumes to our jobs alias, Amadeus employees or any other company location. Amadeus is not responsible for any fees related to unsolicited resumes.

Amadeus strives to achieve outstanding results through a diverseworkforce. Our employees represent over 123 nationalities. We welcomeand embrace individual differences to bring out the brilliance inourselves, our customers and each other. We are proud to be an equalopportunity employer.