Job Title Manager, Product Support The Product Support Customer Retention function is focused on providing Amadeus Hospitality iHotelier Central Reservation System clients high quality service within the engineering and technology community. This is Hybrid role Summary of the role: Lead a team of employees and contractors responsible for providing technical engineering expertise and root cause analysis on the most complex product or technology issues and integrations In this role you’ll: Common accountabilities: Accountable for the budget, performance and results of a medium-sized team or multiple teams of employees. Influences the resource, budget and policy planning and sets concrete development plans for the team members. Has a mid/long-term vision of the activity and the business, influences the department's strategy based on a broad understanding of the environment. Exposed to complex decision making. Works with a high level of autonomy, based on management directions, escalating issues only when necessary. Specific team accountabilities: Managing product support tickets escalated to L3 in Engineering & Technology (primarily for lower severity, 3 and 4) Managing escalation requests above and beyond standard support Continuous improvement of the L3 support function and its interactions with other teams and functions Legacy functions as applicable (e.g. request fulfillment) Specific leader accountabilities: Team resource management according to demand and budget as well as team development Representation of the function to other departmental leaders and senior leaders, including tactical escalations Operational procedures and contributions to support processes and operating models Continuous improvement of performance/productivity and efficiency, including with other support, engineering, and product leaders Trending, reporting, and escalation of such to relevant stakeholders representing the outcomes and needs of the support function About the ideal candidate: 5 years’ experience leading diverse team members; 3 years managing direct reports 5 years’ experience working in a Technology department 5 years’ experience in support functions Experience with process ownership and continuous improvement, including metrics and reporting Experience with ITIL Service Management or similar best practices Experience with software engineering and software delivery life cycle principles Experience in hospitality and/or travel/tourism industry Significant Microsoft Office skills including Outlook, Excel, Powerpoint Significant collaboration tooling skills such as Sharepoint, Confluence Experience with ticketing systems such as ServiceNow, Rally, Jira Fluent in English; influential and engaging communication skills with various team members and levels of leadership Collaborative and constructive attitude, critical thinking skills and effective time management What we can offer you: Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits. Work from anywhere: onsite or hybrid. Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow. Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe. Application process: The application process takes no longer than 10 minutes! Create your candidate profile, upload your Resume/CV and apply today! Working at Amadeus, you will find 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose. 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture. 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues. 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment. 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits. 🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them. 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization. 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, p
Location: Anywhere
Posted: Aug. 9, 2024, 9:15 a.m.
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