Manager Incident Frontline Services

Job description

Are you ready for the next step in your career? Then you need to keep reading! When we’re looking to hire at Amadeus, we look internally first. Our teams get the benefit of your experience and you get more chances to grow and progress. So, if you are ready for a new challenge and want to drive your career, apply now!

Amadeus Global Operations Americas, Inc . is seeking to fill multiple positions for Manager Incident Frontline Services in its Miami office. Job Description: Manage systems engineers and analysts responsible for the operation coverage and support of all Airline IT and e-Commerce systems. Oversee Incident & Change Management for AltÉa and e-Commerce systems as it relates to Global Operations Information Technology Infrastructure Library (ITIL) processes and procedures. Lead the group of incident application frontline services and take responsibility for the monitoring and recovery application related incidents. Responsible for improving the incident management process by tracking and analyzing incident trends and implementing projects to minimize incidents, and ensuring that the end user is informed about the resolution of a major incident. Delegate projects to staff team members and prepare the necessary project budget to ensure that the proper staff resources are working on resolution. Drive team performance and development. Ensure development of team members focusing on securing consistency across sites. Document and categorize the actions taken in resolving major incidents. Successfully transition team to support applications on Cloudstack, Openstack, AWS and ACS.

Job Requirements: Bachelor's degree or foreign equivalent in Computer Science or related field. Must have 3 years of systems support programmer/analyst software experience in the Air Travel IT industry, including 3 years of experience with the following: Open Backend applications, Unix Load Automation, GDS, DCS, Kibana, ElasticSearch, Edifact Standards, monitoring and handling of incidents, and creation of escalation and recovery procedures. Must have 3 years of experience with database that has 30 million hits per second, CloudStack, OpenStack and AWS API. Employer will accept 5 years of experience in the job offered or a related occupation as equivalent to the Bachelor's degree plus 3 years of experience in the job offered or a related occupation. Any suitable combination of education, training, or experience is acceptable.

40 hours / week, 9:00am-5:00pm.

To apply, please mail your resume to Teresa Crowley at Amadeus, 1050 Winter Street, Suite 3000, Waltham, MA 02451. Job req. ID 83728.

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