Amadeus Hiring for Global Operations and Applications Analyst, Business Critical Operations Support Job at Dubai Full Time

Global Operations and Applications Analyst, Business Critical Operations Support

Summary of the role:

Global Customer Care is committed to provide high quality, consistent, accurate, and ever improving customer experience for Amadeus clients. This position works closely with Global Operations and research and development teams to support and help our customers succeed.

The purpose of the role is to provide functional and technical analysis leading to diagnosis with the main objective to reduce the mean time to re-cover and proactively communicate to customers during major issues in order to minimize the customer impact and ensure they have adequate information to make business decisions.

The incumbent serves as a single point of contact for major problems of a diverse scope within Amadeus suite of products and oversees the handling of the problem, bringing-in resources as needed to reach the resolution, closure of the problem, and prevent re-occurrence of incidents.

Main responsibilities:

• Proactive detection of major incidents, analysis, diagnosis, and incident to change correlation, leading to reduced resolution duration.
• Monitoring the environment during software loads and infrastructure changes to quickly address any impact to the system stability.
• Proactive notification to customers and overall responsibility of notification activities.
• Identification and communication of workaround solutions to reduce customer impact.
• Real-time communication during monthly and quarterly outage windows.
• Provides a single point of contact for an individual problem taking responsibility for the overall handling, manages the communication with the customer and Service Delivery by providing regular status updates.
• Conduct the analysis of highly complex business problems, including key technical problems, bringing-in other resources as needed to reach resolution and closure of the problem.
• Oversees activities related to major problems for key customers.
• Produces high quality documentation of known problems and standard corrective actions for common problems.
• Clearly documents and provides reports of major problems utilizing above average communication skills to senior management.
• Subject matter expert in cross-functional/technical domains; leads and documents results of technical discussion; provides guidance and direction to 2nd level support staff.
• Defines ways to increase customer satisfaction and deepen internal and customer relationships by providing alternatives / new techniques in processes as continuous improvement, flows, operational models and plans.
• Builds and develops healthy and productive working relationship with Global Operations, R&D, implementation, account managers and product managers.

Requirements:

• Degree in Engineering, preferably Computer Engineering.
• ITIL Foundation Certification or at least 3 years of significant experience working with ITIL.
• Critical incident management experience.
• Understanding of software development methodologies, knowledge of the network communication protocols, system architecture and technology components.

Diversity & Inclusion

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.