Summary of the role
The Service Management Center (SMC) acts as 2nd Level Service Desk to support Amadeus’ customers using Amadeus Products and Solutions.
The Amadeus SMC is a single point of contact for incidents, service requests and phone calls. The incumbent is involved in providing 2nd level support to highly complex functional and technical systems in high availability environments, requiring thorough analysis, troubleshooting, and diagnostics.
The incumbent is specifically responsible for recovering incidents and requests; or for escalating them to resolver groups within Amadeus or to third parties involved in the service provided.
Respond to Amadeus customers’ questions concerning Amadeus Products and Solutions (research and validate application and technical issues) to aid customers in understanding product functionality and outputs, ensuring highest customer satisfaction.
Acknowledge, investigate, and conduct logical analysis of complex issues; when possible, recover incidents using knowledge solutions to restore service as quickly as possible within the service levels.
Escalate incidents outside the scope of team competencies. Work collaboratively in a team environment with account managers, product managers, implementation, and development 3rd level resolver groups within Amadeus;
or external service providers to meet customer expectations regarding the resolution of issues / service requests.
Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress.
Develop a thorough understanding of the products in order to respond to customer queries and investigate issues.
Support product / solution installations and updates as well as database configurations.
Suggest improvements to Knowledge Solutions database in order to facilitate knowledge transfer.
Recognize repetitive customer issues and known errors to facilitate faster recovery.
Skills and knowledge : English
Computer technical knowledge, programming and webservices technologies
Strong functional and technical skills on Amadeus GDS infrastructure
Years of experience : 2 years’ experience in IT support services with strong networking and programming knowledge.
GDS, Airline or Travel Agency IT support experience is a plus.
Education : Degree in IT or Computer Science / Engineering and relevant work experience.
Spanish and English
Our diversity commitment : equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.
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.